1© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00
Cisco Unified Communications Overview
Donald A.Dindial
March 2010
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
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Communications Environment:What’s Affecting the Way We Work?
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21st Century Business Imperatives
Anytime, Anywhere, Access and Availability
Blurring of Work and Free Time
Collaborative Communities
Travel/CommutingReductionPrograms
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
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Global Trends Driving Business Change
Global
Mobile
Virtual
Communication Complexity
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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
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A New Way to Communicate…Open, Collaborative and Effective
Unified Communication
An open solution that works in your existing environment
A truly collaborative environment—without borders
A more effective way to conduct business
Effective Open
Collaborative
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Secure
Structure and Intelligence in Every Aspect of Business Communications
IP Network
E-Mail/Calendar
Mobility Conferencing and Collaboration
Voice and Unified Messaging
ContactCenter
TelephonyServices
ProductivityBusiness Process Business Transformation
Presence and Instant Messaging
End Points
Cisco Unified Communications
Video
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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
Bu
sin
es
s V
alu
e
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
CollaborativeCommunities
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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
Bu
sin
es
s V
alu
e
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
CollaborativeCommunities
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Presence and Policy
Mobility
Rich Media Interactions
Business Services
Business Processes
Business Benefits
Design Build Sell Service
Enhanced Customer Intimacy and Service
Anytime, Anywhere Collaboration
Knowledge Worker Productivity
Reduced Costs
Speed—Time to Market, Sales Cycle
Transforming Business Process with Cisco Unified Communications
Operational Efficiency
Virtualization
Application Process Integration
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Cisco Unified Communications System
A More Personal and Effective Way to Communicate
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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 need—from telecommuters, mobile workers, and distributed offices to the largest enterprise
• Innovative and robust features
Small-to-Medium Office or Branch
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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
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
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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
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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
Cisco Unified Personal Communicator
Take advantage of continuous development in endpoints plus custom and off the shelf IP phone applications
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KeyBenefits
Increase Productivity—Anytime, 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
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Reach the Right Person the First Time:Presence and Instant Messaging
KeyBenefits
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
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KeyBenefits
Retail Case Example: Unified Communications Clients and PresenceImproving 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
solution—click to call, conference
Stock restored
Locate key parties—
Presenceindicator
OOS Alert
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Capabilities—Richness of User Experience
KeyBenefits
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 InteractionsFully Integrated Voice, Web and Video Conferencing
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Manufacturing Case Example:Conferencing Reduces Time to Make Decisions and Solve Problems
OEM Engineer (US)
Supplier Designer (Europe)
Contract Manufacturer (Singapore)
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KeyBenefits
Investment protection Productivity enhancing features and personalization options Simplified message management
Respond Faster: Voicemail, Unified Messaging and Integrated Messaging Options
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KeyBenefits
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
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…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 Satisfactionand 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 Specialist’s
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 Agent’s
Knowledge
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The Real Benefits of Unified Communications
Industry Research and Customer Successes
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Benefits of Unified Communications
21%
43%
43%
62%
64%
58%
63%
66%
79%
82%
Easier toprioritizeimportant
Simplifiedcommunications
Enhancedproductivity
Be
ne
fits
Users/ActualBenefits
Non-Users/ExpectedBenefits
Reality exceeds expectations
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Opportunity for Productivity Increase with Full Use of Unified Communications
OperationalEfficiencies
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/CapabilitiesPotential Impact
$~150MOpportunity
CLICK-TO-TALK: ~10 minutes/week $10M
75%
25%
10%
30%
Adoption %
40%
Sample Output
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
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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 Challenges
Solution
Business Value
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"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
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31© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00
Customer Example: JJ Food Service
Unify three locations
Make internal voice communicationsmore 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 Challenges
Solution
Business Value
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Aspen Valley Hospital: Enhancing Effectiveness with Unified Communications
Outdated PBX and 8 other separate phonesystems at remote facilities
Costly system ($20K/month avg) for voiceand data
Cisco Unified Communications System withCisco 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
Small enough to care, large enough to heal
Solution
Business Value
Business Challenges
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Subway Reinvents Business Processes Using Cisco Unified Communications
Limited technical infrastructure with no access points for employeesManual employee process including time capture, task compliance, and trainingLimited 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 Challenges
Solution
Business Value
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San Diego City Schools: Leveraging Unified Communications to Transform Operations
Improve student achievement by supporting teaching and learning in the classroomModernize operations to improve internal and external communicationsCentralize student data, which was scattered across 202 schools
Installed a Cisco Unified Communication System in schools and in district officesIncludes 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 trainingEnhanced ability to deliver advanced placement and honors courses to students across the district
Business Challenges
Business Value
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”
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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
Solution
Business Value
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The Cisco Advantage
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The Cisco Advantage—Experience
Over 10 million Cisco Unified IP phones shipped
Over 7.0 million unifiedmessaging seats
Over 1.0 million contact center agents
200,000+ Cisco Unified MeetingPlace licenses
Over 48,000 UC customers
More than 70% of Fortune 500use Cisco Unified Communications
Source: Cisco, January 2007
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Best UC Portfolio
World Class Industry Leadership and Award Winning Solutions
Most Secure Largeand Mid-size IP-PBX
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The Whole Solution
Portfolio
Ordering
Channels
Implementation
Support
FinancingSimplifying choices
Standards-based interoperability or trade-in for complete solution
Specialized programsCost effective, specialized
Quick, flexible options
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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:
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Cisco Partners
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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
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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
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(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© 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© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00