1. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Collaboration Enabled Business Transformation (CEBT) - Collaboration Integration with Business Processes CDN-4680

2. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Session Abstract  Organizations today are looking to expedite workflow and increase their organization’s responsiveness and agility. Inserting communications into business process applications can help minimize latencies and improve business workflow. Understanding your customer’s business process flow is critical in order to deliver the most impact.  In this session, we’ll review best practices for business process analysis to identify where and how CEBT can have the biggest impact for your customer. We will also cover several use cases from actual customer deployments.

3. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Agenda  Introduction To Collaboration Enabled Business Transformation  Cisco Technology to Streamline Your Business Processes ‒ Jabber ‒ CEBT Integration Platform  Demo – Salesforce.com Case Management Process  Use Cases & Case Studies  Getting Started Collaboration Integration with Business Processes

4. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Collaboration: Is it about business or technology?  Your perspective influences how you view collaboration  Business processes are catalysts for collaboration  However, technology is required to scale and maximize impact  The key is to implement collaboration solutions relevant to your business objectives It’s both …

5. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public CRMERP II Industry App. Back Office Business Event Business Event Using Jabber/CEBT to Streamline Business Processes Current Reality Business Event CRMERP IIIndustry App.Back Office Communication/collaboration required The Goal: Remove Business Process Latency

6. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Cisco CEBT embeds collaboration capabilities into the business process Transform business by enabling seamless and secure integration of collaboration with the business context across companies with anyone, anywhere, on any application and device Business functional managers Management Customer facing employees Collaboration Functional employees Business apps CEBT Integration Platform

7. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Communication Enabled Business Processes User to User Contextual Collaboration Rich presence information Click to call/video Context based conferencing User to System Anywhere Information Access Query/response from any device Mobile applications System to User Business Process Integration Actionable Notifications Expertise Finder Intelligent alerts routing (context, presence) CLIENT SERVER

8. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Communication Enabled Business Processes User to User Contextual Collaboration Rich presence information Click to call/video Context based conferencing User to System Anywhere Information Access Query/response from any device Mobile applications System to User Business Process Integration Actionable Notifications Expertise Finder Intelligent alerts routing (context, presence) CLIENT Jabber SERVER CEBT Integration Platform

9. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public All-in-one UC Application  Presence & IM  Voice, Video, voice messaging  Desktop sharing, conferencing Collaborate from Any Workspace  PC, Mac, tablet, smart phone  On-premises and on-demand  Integration with Microsoft Office Cisco Jabber 9

10. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public The Jabber SDK Easily and rapidly add collaboration to enterprise web applications and business processes Increase productivity and maintain context of interactions for end users Add incremental value to Cisco Collaboration deployments based on unique needs 10

11. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Cisco CEBT Integration Platform CEBT SOAP & RESTful Web Services Communication Protocols: IM, Presence, SMS, Email, Voice Business Application Integration Application-User and User-User Contextual Collaboration Management Communications Services Integration Platform Web UI: policies & preferences management Administration & Self-Service

12. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Business Application Administrator View Simple Approval Process Without Collaboration User Input Required The record is locked and awaits user’s response

13. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Business Application Administrator View Simple Approval Process – Enabling Collaboration User Input Required The record is locked and awaits user’s response Context is sent via WS call to CEBT platform.

14. DEMO Salesforce.com Case Escalation Process

15. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Use Cases And Case Studies  Horizontal Use Cases ‒ Workforce Enablement, HR processes, Expert Finder, Customer On-Boarding Process, Procurement Approvals  User Cases For Verticals ‒ IT, Energy, Manufacturing, Finance, Transportation, Healthcare  Cisco On Cisco ‒ IT, Technical Services, Sales

16. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Use case example - Finance  Accelerate a mortgage application process by 20% reducing the process by 19 days  Automate the communications between internal and external organizations across multiple process owners such as the client, mortgage company, lawyers, appraisers, title search company  Targets ‒ Increase loan conversion rate ‒ Reduce the cost / mortgage application ‒ Improve customer satisfaction and brand awareness ‒ Competitive differentiator Collaboration Enabled Mortgage Approval Process 16

17. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Use case example - Manufacturing  Exceptions in the manufacturing process need to be cleared and approved prior to batch release  Completing the exception investigation and latency in the final approval process often delay batch release  Solution has applicability across other product areas and QMIS enabled plants Collaboration Enabled Plant Floor 17

18. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies  Deployed in less than 3 weeks  PO’s approval time reduced from 33 hours to 4 hours  “Within 3 months from installation, the solution has generated significant value for our company by substantially accelerating the time to resolution of key business processes” Alan Howard - Global Business Systems Anadarko Petroleum Corporation Procurement Approvals on Mobile Devices (SAP Workflow) 18

19. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies  Notify customers world wide regarding the status of RMA process ‒ Customer chooses his preferred contact methods (email, SMS, Voice) ‒ Allow customer to respond on the same device and provide feedback to process ‒ Allow customer to be immediately connected to his local account representative  Significant load reduction on contact centers ‒ 50% of manual calls are unsuccessful  Better Customer Satisfaction  Complete audit trail on the communication with customer and his response Return Material Authorization (RMA) Process (Oracle E-Business Suite) 19

20. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies  Customer calls to bank branch and the call should be routed to representative (non Contact Center agent)  Relevant agents who are available (presence based) receive IM notification in the Jabber clients with customer’s details  The call is router to representative who responded over IM.  Can utilize rich presences provided by Jabber SDK (embedded in business application).  Allows quicker response to customers than suing using UCM hunt groups Presence Based Incoming Call routing (Cisco Customer Voice Portal) 20

21. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies  Support team receives notifications when power overload in building occurs (from OSISoft PI monitoring system) ‒ Notification methods (email, IM, SMS, voice) are escalated based on incident severity ‒ Team member who receives notification, can respond to escalate notification into Webex session or voice bridge to involve other relevant people or create incident in building management incident system ‒ Optionally, can respond to shut down power in certain lab  Quicker response time  Quicker way to bring all relevant people on WebEx/voice bridge Power Overload Monitoring and Response (OSISoft PI) 21

22. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies  When support ticket is created and assigned to queue send its information to support engineers who are assigned to queue ‒ Support engineer can respond to acknowledge/reject request ‒ Based on response, workflow rules in Salesforce.com assign the case to certain person or route it further  Quicker support case assignments  Ability to track the processing in Salesforce.com Support Case Routing Workflow (Salesforce.com Service Cloud) 22

23. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies  Sales representatives are able to make calls to customers from Salesforce.com Account, Opportunity, Lead, etc. pages ‒ No need to search for customer’s phone numbers and dial in external client/device ‒ Can immediately see presence for internal calls. ‒ Call information is automatically registered in Salesforce.com ‒ If during call, SFDC approval process is triggered, the approver is immediately notified and can respond to expedite the process.  Significant time saving for sales representatives while making multiple calls  Easier tracking of calls and collaboration in the context of specific call (e.g. approvals) Customer Interaction Management (Salesforce.com Sales Cloud) 23

24. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Implementation Examples & Case Studies Customer Interaction Management (Salesforce.com Sales Cloud) 24

25. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public  1 to 3 core business function to focus UC discovery  For identified functions, business function leaders identify business imperatives, pain points and opportunities  Explore collaboration and its business impact, strategy, and architecture  Review imperatives, pain points and opportunities  Prioritize opportunities based on ease of capture and impact Getting Started

26. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Business Application Integration  Collaboration is more important than ever ‒ Transform business transactions into real-time, personal interactions  Deliver highly secure, clear, and reliable communications within your business application ‒ Consistent user experience for collaboration and business applications  Dramatically change the way IT provides collaboration capabilities to employees, customers, and partners Cisco Jabber + CEBT...

27. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public More Information  Come see additional examples of application integrations at Cisco Collaboration Booth.  Get more information - CEBT white paperCEBT white paper  Contact us – cebt@cisco.comcebt@cisco.com

28. © 2012 Cisco and/or its affiliates. All rights reserved. CDN-4680 Cisco Public Don’t Forget to Complete Your Developer Forum Evaluation  Presentations for today’s sessions will be available shortly after the Developer Forum event, please contact the CDN Program at cisco-developer-network@cisco.com with any questions. cisco-developer-network@cisco.com  Please also remember to complete your evaluation forms and return them to Josie Garcia at the registration desk right outside session doors. 28

29. © 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public