1. 111 © 2002, Cisco Systems, Inc. All rights reserved. E_ESE03 6114_08_2002_X

2. 2 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Il Contact Center Evoluto come strumento nello sviluppo della E-society Sergio Gianotti Direttore Tecnico – Public Sector Sgianott@cisco.com

3. 333 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Cisco Systems: Worldwide Leader in Networking for the Internet Cisco Products Power the Internet Cisco Runs Its Business on the Internet

4. 444 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 History of Cisco Systems 1984 1986 1990 1994 1998 End-to-End Solutions Provider Started at Stanford Shipped First Router IPO Adjusted 6¢ per Share Cisco Routers Power the Internet LAN Switching, Remote Access, WAN Switching Cisco Routers Power the Internet LAN Switching, Remote Access, WAN Switching #1 Communications Equipment Supplier $18.9 Billion Revenue Voice Video Optical Wireless 35,000 Employees #1 Communications Equipment Supplier $18.9 Billion Revenue Voice Video Optical Wireless 35,000 Employees 2002

5. 555 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Cisco Employees 35,000 employees 13,300 in R&D 15,300 supporting customers Located in 67 countries Most are Cisco shareholders Compensation tied to customer satisfaction

6. 666 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Cisco Priorities

7. 777 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Today: Four Separate Networks

8. 888 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Convergence: Voice, Video, and Storage Move to IP

9. 999 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Cisco Products Industrys broadest product line Leadership products in each category R&D = 17% of revenue Enables end-to-end network services

10. 10 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Giving Back

11. 11 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Cisco Networking Academies Preparing students for the 21st-Century workplace Over 263,000 students enrolled Over 9806 academies 145 countries 50 states

12. 12 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 The Europe 2002 action plan Obiettivo: rendere il mercato europeo il più competitivo ed avanzato sulla scena mondiale Creazione ed offerta di servizi di livello elevato attraverso il confronto (benchmarking) delle iniziative in atto e pianficate Risoluzione delle problematiche di natura legale presenti nei singoli paesi

13. 13 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Need to Improve Government Productivity Redundancies in Bureaucracies Politicians Recognize Opportunity Streamline Operations

14. 14 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 The Europe 2002 action plan Servizi orientati al Cittadino / Business. single interface to government. I servizi debbono riflettere le esigenze dellend-user Self-service – aperto 24 ore. Services delivery independente dal luogo e dalora. Cooperazione governativa. I Government databases sono risorse condivise. Limitare la richiesta al cittadino di dati già presenti

15. 15 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 The Europe 2002 action plan Servizi basati sulle tecnologie Internet: IP Networking. WWW technology per un accesso facile e flessible alle informazioni. Web-based application per servizi interattivi on-line. Organizzazione delle strutture dati basate sullo standard emergente XML per lo scambio di dati fra le differenti organizzazioni.

16. 16 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 The European Challenge - Organisation (80%)! Re-engineering dei processi di Business ed interazione A2A, A2B, A2C Impatti della legislazione sulle-government Sviluppo di una strategia di e-Government a livello Europeo. Visione centralizzata ed applicazione locale

17. 17 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 The European Challenge - Technology (20%)! Servizi di rete al livello IP efficienti. Architettura comune in modo da assicurare lo sviluppo rapido dei nuovi servizi. Common security framework: criptografica e PKI. XML data structure a livello europeo per European data. Shared European Information Services.

18. 18 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Procurement Fragmented Communications Contact Centre Revenues and Benefits Social Services Face to Face Fax Traditional (Mail/Print) Web/E-Mail Telephone/ Voicemail Housing Business Challenges Fragmented citizen interaction Incompatible technology platforms Limited interoperability between business functions Inefficient business processes High cost of delivering services

19. 19 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Systems Shipped Western Europe Nov 2001 Gartners Forecast for PBX/IP Telephony Traditional Systems

20. 20 © 2002, Cisco Systems, Inc. All rights reserved. 3362_07_2002_c6 Aggregate View on Drivers To drive cost savings (easier infrastructure mgmt.) To drive revenues To enable additional application capabilities Other Source: The META Group Multi-Client Study 2000/01 ConvergenceKey Drivers Cost savings are seen as the primary short-term reason to converge voice, data and video Creating new revenue streams and deploying new applications that can increase productivity or enhance customer care are seen as significant, but longer term benefits of convergence 0% 20% 40% 60% 1st2nd3rd