more intuitive way to work: advanced meetings · mpp firmware* - supported on broadsoft and...

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA

More intuitive way to work:

Advanced Meetings

Christian Raahave

October 2018


Safe Harbor Statement

This presentation contains “forward-looking” statements

that involve risks, uncertainties and assumptions. If the risks

or uncertainties ever materialize or the assumptions prove

incorrect, our results may differ materially from those

expressed or implied by such forward-looking statements. All

statements other than statements of historical fact could be

deemed forward-looking, including, but not limited to, any

projections of financial information; any statements about

historical results that may suggest trends for

our business; any statements of the plans, strategies,

and objectives of management for future operations; any

statements of expectation or belief regarding future events,

technology developments, or enforceability of our intellectual

property rights; and any statements of assumptions

underlying any of the foregoing.

These statements are based on estimates and

information available to us at the time of this presentation and

are not guarantees of future performance. Actual results

could differ materially from our current expectations as a

results of many factors, including but not limited to:

the unpredictable nature of our rapidly evolving market

and quarterly fluctuations in our business; the effects of

competition; and any adverse changes in our indirect channel

relationships. These and other risks and uncertainties

associated with our business are described

in the company’s annual report on Form 10-K. The forward-

looking statements in this presentation are made as of the

date of the initial publication of this presentation, and we

disclaim any obligation to update these statements at

any time in the future.


Work Intuitive: Better Meetings

Human

Adaptive

& intelligent

Connected

Human: See everyone face to face for full participation

& engagement

Human: Easy and intuitive to get

started with one button to push

Connected: Work happens where

ever you are, optimized for mobile

Adaptive & Intelligent: Smart meeting

solutions adapt to your needs

Delivered over a flexible platform for a path to the future of work


Cisco Webex Global BackboneThe Only Cloud Service Built and Optimized for Real-time Media

Purpose built for real-time, intelligent,

globally distributed meetings

End-to-end controlled and monitored by Cisco

Up to 20G links and customized

hardware for security and edge traversal

End-to-end Cisco network & security capabilities

Attendees join via the closest data center


Updated Room PortfolioIntelligent Technology Foundation + Consistent UX

NEW

Cisco Spark Board 70

Cisco Room 70D G2

$79,900 List

September

CE 9.4 / Room OS

Cisco Room 70S G2

$55,900 List

September

CE 9.4 / Room OS

Cisco Room 55D

$44,900 List

September

CE 9.4 / Room OS

Cisco Room 55

$23,900

NEW NEW NEW

Cisco Room Kit

Plus

$17,900 List

Cisco Room Kit

$11,900 List

Cisco SX10

$3,900 List

NEW NEW

Room Kit Pro

$29,900 List

August

CE 9.4 / Room OS

NEW NEW NEW

NEW

* Prices are US GPL


Meetings – pain points

Invitation ”Join” process


Universal Way to MeetNov

2018

Same experience for any Cisco meeting deployment on-prem or cloud based

Simplify scheduling with @Meet

November

2018


Universal Way to Join

Same experience for any Cisco meeting deployment on-prem or cloud based

Intuitive experiences make the evolution to the cloud seamless


The New Webex Meetings Experience 45%

adoption of

the latest

release


More functionality,

Same cost, or less

Customize more meeting

experiences

Intelligent views, smarter spaces

Better Engagement for Every MeetingMore Powerful Meeting Devices for More Spaces


Short Video Endpoint update


Introducing the Most Powerful Video Codec For Customized and Very Large Meeting Spaces

Cisco Webex Room Kit Pro

Available

Now


4K input and output resolution

Cisco Webex Room Kit ProNext Generation Integrator Solution

50% more inputs/outputs AI/ML capabilities

Next

Gen

SX80


Cisco Webex Room 70 G2Powers Large Meeting Spaces

More

Power,

Same

Price

September

2018

Simple &

Intuitive

Room Kit

Pro Codec

AI features for

smarter rooms

More room

layout options Up to 14

people

Replaces MX800

and Room 70


Cisco Webex Room 55 DualMaximize Medium Room Spaces

More

Power,

20%

lower list

price

Simple and

intuitive 4K Video input/output AI features for

smarter roomsNext Gen MX700

Up to 10

people

Intelligent Views

Quad Camera

September

2018


Making Creative Workflow Even Better Enhancements to Webex Board

Capture

ideas

Familiar

ways to

create

Include everyone

on the extended

team

OBTP dialing

Pinch & Zoom Extend whiteboard

canvas – unlimited

creativity

OBTP Simplicity

Hybrid phone books

Stickie's

Undo

Simple &

Intuitive

November

2018


Webex Share Industrial Design


• Simple user experience with automatic pairing and one-click to share

• Share a specific application or your whole screen

• Enable virtual team members to see what’s being shared*

• Keep work moving forward anytime, anywhere in secure Cisco Webex Teams spaces

Webex ShareQuickly enable every corner of your business for collaboration

*GA-only feature


• Simple and affordable

• Priced for every huddle space

• Scalable to every corner of your business

• Consistent experience

• Unified user experience across all rooms with Webex devices

• Built for enterprise

• Enjoy single-pane-of-glass management and analytics

• Manage securely at scale

• Integrate enterprise calendar to enable reservations and to view upcoming events

Webex ShareDelivering expanded productivity for Webex customers


Better Meetings from the Cloud


Empowering Customer Evolution to Cloud Journey

Enhanced meeting experiences

Cloud First, Not Cloud Only

Consistent meeting experienceOptimized network edge

New smart meeting devices

Expanded meeting experiences


The Cloud Meeting Landscape Today

PSTN

Public Internet

50%

37%

10+years

$$$$

Wainhouse State of UC report 2018

Forrester Research 2018


The Cloud Meeting Landscape Today…Yet

PSTN

Public Internet

2/3 3 out of 5

Source: Wainhouse State of UC report 2018, Cisco


Webex Edge Video MeshOn-premises Video Quality and Bandwidth Savings

Webex Edge Video Mesh

• Automatic overflow if local capacity is full / unavailable

• Software extends cloud to the premises. Media stays

local for on-premises attendees

• Cloud simple: managed by & registered to Webex cloudlocal media

kept local

Video

Mesh Node

local media

kept local

Video Mesh

Node

local media

kept local

Video Mesh

Node

Available

Now


Webex Edge AudioIntelligent Audio Routing

Cisco Unified

Communications

Manager

• Applicable to any size business

• Intelligent audio routing: integrating Webex with Unified CM

• Creates end-to-end VoIP path for Unified CM registered devices

(callback and dial-in)

• Uses company’s own PSTN for any other device (callback only)

• No SIP trunks, no direct peering arrangements or additional

traversal elements required

• Geo-country code configurable

• Included in Collaboration Flex Plan – no extra charge. No port

charges on Expressway

• Supports Webex Meetings, Events, Training

Customers save as much as 20%No user training, no change in user behavior, easy for IT

October 2018


Integrated with the Tools You Use Most


Compat

Building Bridges, Not Islands


Webex + Productivity Tools

Bringing users one, seamless integrated experience

Join/start

meetings from

MSFT Teams

O365

CalendarSfB enhanced

sharing interop(October)

OneDrive &

SharePoint(December)

Embedded

meetings in

MSFT Teams UI(CY19)

Collaborate in

documents(CY19)

The best of both worlds


Webex Meetings with Microsoft Teams Preview

CY19


New: Google Calendar Native UI integration with Cisco Webex Meetings

• Simple G-Suite admin setup, or per user basis

• No user downloads, plug-ins or extensions required

• Consistent experience on any browser, mobile or android device

• One click to start or join

Add Webex Hybrid Service for One- Button-to-Join from any Cisco Webex Video Device

*Expected Google release date

Early

September

2018*

The Future of Calling


Voice calling is THE essential tool

71%of knowledge

workers call from

phones often

65% prefer to take

business calls on

a desk phone

91%agree phone calls

remain an important

communication mode

Sources: National Statistics Council,

Ovum, Interaction Associates

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential


All the industry-leading telephony

and UC features you have from Cisco today

Cisco Calling vision

Unequalled mobile integration

AI assistedcommunications

Integrated in meetings and team workflows

Simplifiedadministration

Best experiences with wearables


A better calling experience

PCI DDS Compliance

Supported firmware

Longer-term CUCM support

Cloud-ready

Gigabit and WiFi Options

Enhanced Cisco Headset support (USB)

Mobile Remote Access

Proximity (Mobile phone pairing)

HD Video Option

Accessibility features


MPP Firmware* - Supported on BroadSoft and Approved Third Party UCaaS Platforms

Phones for every use caseProven reliability, intuitive controls, flexible deployment options

Options for knowledge

workers, supervisors,

small conference rooms

Options for HD video,

full-featured VoIP, mobile workers,

large conference rooms

Affordable options for users

on cloud based call control

Supported on Unified Communications Manager, Hosted Collaboration Solution, and Webex Calling

*select models only


Expanded Options for Knowledge WorkersBe More Productive in Open Space Environments

Simplified admin for IT

Automated software updates

Wireless w/Extended Range +

highest DECT security

Best in Class Audio

Plus on-Ear call handing controls

,

Plug & Play integration

Use with multiple devices

Headset 561/562

Standard or Multi Base Options

DECT encryption (128 Bit – Step C)

Headset 521/522

Flexible USB +

3.5mm Connections

Sept - Std

Nov - Multi


1Frost & Sullivan Viewpoints: Taking the Pulse of the Enterprise Communications Platforms & Endpoints Market, March 20162BroadSoft Q4 2017 survey of 1,005 IT decision makers from 7 countries

The transition to cloud is underway

69% 31% 74%

On-premises-based

communication

systems1

Phone service over

the Internet from

a third-party provider1

IT buyers will choose

a cloud provider in

the next 24 months2



We’re in prime position to help you succeed in your journey to cloud

• On-premises and hosted cloud

UC/PBX market leader

• Strong video and contact center

solutions

• Midsize and large enterprise

• Enterprise channel

• Cloud UC/PBX market leader

• Cloud calling, mobility and contact

center expertise

• Strong SMB-midsize heritage

• Service Provider channel

• Typically SP branded


Mobile first experience

• One number - desk and mobile

• PBX features on a smartphone

• Native dialer and dual persona

• HCS integration planned

Cisco and BroadSoft Advantage: UC in the mobile core


Enhancing the value of your investmentsUnified Communications Manager and Cisco Jabber

Development Themes

Enhanced

user experience

Secure and

compliant

Cloud

connected

Simplified

admin

March: Collaboration Systems Release 12.1; 4Q CY2018: CSR12.5


Support on all lines for

Cisco Jabber: The calling workhorse

• Soft phone support

for up to 8 lines

• Standards-based

video interoperability

• Directory

integration

• Advanced phone

controls

Answer Hang-up Decline Mute UnmuteStart

Call

Forward

Call

Transfer

Create

Conference

Far End

Camera

Share

(BFCP)

History Headset Voicemail

Call

Pickup

Hunt

Group

Call

Record

Call

Monitor

CTI

Controllable

Hold



Building the bridges

Hybrid Call Service enhancements

• Webex registered device calling (available now)

• Desk phone pairing (target GA 3Q CY18)

Webex Teams Cisco Jabber

• Messaging interop (1:1)

• Presence translation (Webex Teams to Jabber)

Target

on-premises

GA

4Q CY18


Flexible deployment models

calling, meetings

and team collaboration

Webex Meetings and Teams

On-premises,

hosted, cloud calling

Cisco

Business Edition

(UC Manager)

Cisco Webex

Calling

SP Calling services

(BroadSoft and/or HCS)

Mixed deployments for

mobile users and branch offices

Smooth migration through the transition zone with hybrid architectures

Customer Journey Platform


Cisco Customer Journey Platform

• Omnichannel contact center solutions

• Predictive analytics-based routing

• Integrated collaboration that increases first

contact resolution and customer satisfaction

• Deep CRM integrations

• Proven from small businesses through global

customers

Contact Center

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Subject to NDA

Powerful analytics


Customer Journey Analyzer

3rd

party

Social

mediaWFOIVRCRMACD

Customer Journey Analyzer

Analytics repository

Predictive

analytics

Interactive

analytics

Real-time

dashboards

Customer interaction

records

Agent activity

records

Predictive analytics

Business process improvements

Descriptive analytics

• Assesses customer and agent attributes and

behaviors that result in best business outcomes

Predictive analytics

• Models what-if scenarios to predict business impact

from changes in customer prioritizations, routing,

agent skilling, etc.

Analytics-driven routing

• Dynamically predicts customer needs and matches

customers with agents’ performance records to meet

those needs

Voice-of-customer analytics

• Incorporates voice-of-the-customer insights across

channels via integrated speech, text, and desktop

analytics


Consistent UI across voice, email, and chat channels

Current

interaction

Contact

and

interaction

history

Agent

activity

Controls


Customer Journey Platform WFO feature set

• Forecast and schedule

• Historical and real time

• Dynamic scheduling

• Intraday dynamic scheduling

• Automated requests

• Gamification

• Strategic planning

• Vacation planning

Workforce Management Quality Management WFO AnalyticsSpeech | Desktop

• Gamification

• Quality evaluation

• Evaluation queue

• Pinpoint evaluation commenting

• Screen recording (roadmap)

• Targeted QM

• Escalation management

• Improved sales

• Customer retention

• Compliance

• Marketing effectiveness

• Brand impact

• Predictive Net Promoter Score

• Predictive call scoring

• Agent smart benchmarking

360-degree customer journey view via AnalyzerMerges WFO data and insights with ACD, IVR, and CRM data in Analyzer


Customer Journey Platform editionsEnterprise-class solutions for the midmarket

Standard

• Global voice Automatic Call Distribution (ACD) queuing and distribution

• Agent presence and state management

• Call recording and monitoring

• Skills-based routing

• ACD analytics

• ACD predictive analytics-driven routing

• Agent screen pop, productized CRM integrations

Premium

• Omnichannel contact center manages voice, chat, and email interactions

Options

• Voice and web callback

• Speech-enabled IVR

• Outbound campaigns

• Workforce optimization: Workforce management; quality management; voice and desktop

analytics

Contact Center


Enabling Seamless Evolution to the Cloud:Collaboration Flex Plan


Cisco Collaboration Flex Plan Enabling Seamless Transitions to the Cloud

Subscription-based purchasing for meetings, calling, team collaboration, and contact center

for consistency, flexibility, and value

Meetings

Enterprise Agreement

Active user

Named user

orand /

orEnterprise Agreement

Nameduser

or

Calling

Team collaboration Use team collaboration for all-in-one teamwork

Concurrent Agent

Contact Center

Sept 2018

Contact Center Express update


Evolution of customer care to customer journey

Data

Customer journey


Customer Journey Platform

Cisco customer journey solutionsPortfolio

Contact Center Express Contact Center Enterprise

Hosted Collaboration Servicefor Contact Center

Hybrid


Overall Strategy

• Cloud, premise and hybrid platforms

• Ease migration between them – capability and licensing

• Consistent interface experience

• Enhance digital channels, especially messaging

• Artificial Intelligence

• Self-service bots (chat/speech), natural language IVR replacement

• Routing decisions

• Real time analysis and suggestion/assistance

• Greater use of data – both in reporting/visualisation and driving interactions


CCX Omni-channel

Web Chat

• Facebook Messenger integration

• Chat bubble on business web page

• Post chat survey and reports

• HTML Chat transcripts

• Workflows for Chat and Email

• Proactive Chat

CCX


What’s coming in UCCX 12.0

• Advanced supervisor

capabilities

• Agent Experience

• Reporting Experience


Advanced Supervisor capability

• Queue Management

• Prompt and Business

hours Management

• Calendar Gadget

• Outbound Campaign

Gadget


Desktop

New Agent & Supervisor Capabilities

• Agent-Agent Chat

• Wrap-up enhancements

• Supervisor: Agent active call details

New Supervisor Capabilities (CCX Only)

• Queue management gadget

• Application management gadget

• Calendar management

PCCE

CCE

HCS CC

CCX


The New 12.0 User Experience

Optimized,

Consistent and…

User Validated

more intuitive way to work: advanced meetings · mpp firmware* - supported on broadsoft and...

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