cisco unified communication shared services — … · and policies (e.g., pma, goeshen) ... hcm...
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© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 1
Cisco Unified Communication Shared Services —Business Overview
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 2
Agenda
Market Climate and Drivers
Cisco Unified Communication Shared Services for Government
Management and Provisioning
Case Studies
Why Cisco?
Q and A
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 3
Market Climate and Drivers
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 4
Governments worldwide are using shared services initiatives to reduce redundancy.A recent A.T. Kearney survey revealed that governments are reducing redundancy through shared services and saving up to 20% in the process.However, with the exception of Canada, government CXOs do not associate communications and collaboration technologies with helping to drive shared services value.
Governments Are Driving to Reduce Redundancy
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 5
Cisco’s Vision for Government: Human Network for Government
Enable businesses, citizens, agencies, and governments to interact and collaborate with all parties to increase
government efficiency and effectiveness
Increasing Public Safety and Security
Empowering Constituents
Improving Service
Effectiveness
Delivering Operational/
Cost Efficiencies
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 6
The Human Network for Government Means Unified Communications Among All Government Constituents
Delivering services to citizens, governments, and businesses when they need them, where they need them, and in the way they need them
Extending services to more citizens and businesses with less cost
Interacting with constituents
Connecting people to people, locations to
locations, and people and locations to information
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 7
Unified Communications Is a Strong, Developing Market
5000
10,000
25,000
0
30,000
35,000
20,000
15,000
TelephonyTransition
Mobility,Video, Citizen Contact, Inter- and Intra-Agency Collaboration, Messaging
Mar
ket S
ize
($M
)
FY2003 FY2004 FY2005 FY2006 FY2007 FY2008 FY2009 FY2010
Source: Synergy, Wainhouse, Datamonitor, Ovum, and Cisco
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 8
Government Drivers to Outsource
Need flexibility to outsource or in-source based on political change
Availability of highly skilled IT workforce in government
Government cost reduction and efficiency regulation and policies (e.g., PMA, Goeshen)
Continuity of operations (COOP)
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 9
Benefits of Cisco’s Unified Communication Shared Services for Government
Realign investments to deliver better government services and apply funds to strategic, citizen-centric programs.
Enable smooth transition from and even coexistence with legacy equipment
Ensure scalability to deploy new applications and capabilities at a moment’s notice
Enable staff to reach one another on the first try (through Presence)
Add or move employees, quickly and easily
Save Money and Time
Alleviate strain on capital budgets
Decrease enterprise network complexity and maintenance expenses
Take full advantage of negotiated services contracts
Reduce time to add new users and services
Avoid IT concerns and eliminate need for specialized IT staff
Offer constant multimedia interaction and support
Enhance collaboration features to improve information sharing
Offer simplified video conference meetings
Enable true mobile communication without enterprise barriers
Direct incoming calls to appropriate staff
Gain Flexibilityand Resilience
Improve Constituent Satisfaction
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 10
Adopt a Pervasive Unified Communication Shared Services Solution that Spans All Network Services
ResidentialProvider
BusinessProvider
Government AgencyNetwork
CellularProvider
IP Phones
Insi
de
Out
side
Mobility Manager
Government Agency
Cisco Meeting-Place Server
Cisco Unity®
Server
Service Provider
ExchangeE-Mail
Cisco® Unified Communications Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 11
Unified Communication Shared Services Offer In-Sourcing and Outsourcing Flexibility
Governments need the flexibility to in-source or outsource, depending on changing policies and initiatives of the evolving political climate.
Unified Communications is paramount to shared services success. As such, it must provide in-sourcing and outsourcing flexibility.
Cisco® is the market leader in in-sourced Unified Communications—now we introduce the same capabilities in an outsourced model.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 12
Cisco Unified Shared Communication Services for Government
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 13
What Is Cisco Unified Communication Shared Services for Government?
Cisco Unified Communication Shared Services enable agencies to smoothly transition from legacy voice systems to a complete, real-time collaboration solution without the costs of owning and managing a dedicated system.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 14
Cisco Unified Communications Shared Services Uses the Service-Oriented Network Architecture
NetworkedInfrastructureLayer
Application Layer
Application Delivery
Infrastructure Services
Traditional Architecture/Services-Oriented Architecture
PLM CRM ERP
HCM Procurement SCM
Telephony UnifiedMessaging
Meeting-Place
CustomerContact IMVideo
Mobility Services
Storage Services
Security Services
Compute Services
Identity Services Adap
tive
Man
agem
ent
Ser
vice
s
Network Virtualization
Data CenterBranchCampus Teleworker
Server Storage Devices
MAN/WAN
Presence Services
Speech Services
Session Services
Media Services
Identity Services
Policy ServicesInteractiveServicesArea
Voice Services
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 15
Cisco Unified Communication Shared Services
Routing Switching Availability AdministrationManagement QoS Security
Cisco Unified Communications Manager Express and Cisco Unity Express on Cisco ISR
Cisco Unified Communications Manager
WorkplaceResources
Cisco Unity Messaging
Unified CustomerContact Solutions
Emergency Responder
Unified MeetingPlace Conferencing
Cisco Unified IP Phone 7985G
Cisco Unified IP Phones
Cisco IP Communicator
Unified Video Advantage
Cisco Unified Wireless
IP PhonesUnified Personal Communicator
Infrastructure
Call Control
Applications
Endpoints
Shared ServicesComprehensive, rich capabilitiesScalable to support current and future needs
BenefitsRich collaboration featuresSimplified managementContinuity of Operations
Cisco® UnifiedCommunication Shared Services
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 16
ServiceModelOptions
ServiceProviderServices
Hosted Multi-AgencyUnified Communications Services
Hosted Dedicated Unified Communications Services
SP GovernmentVoice Infrastructure
ContactCenter
ContactCenter
AttendantConsole
AttendantConsole
Web Collaboration/Conferencing
Web Collaboration/Conferencing
UnifiedCommuni-
cations
UnifiedCommuni-
cations
Remote Network Management and Operations
CallAccounting
CallAccounting
Public SwitchTelephone
Network (PSTN) Connectivity
Public SwitchTelephone
Network (PSTN) Connectivity
RegulatoryLocal Number
Portability
RegulatoryLocal Number
PortabilitySecurity,Quality ofService
Security,Quality ofService
ScalabilityReliability
ScalabilityReliabilityCall
Routing
Call Routing
Hosted Systems Integrated Unified Communications Services
Private Branch Exchange
(PBX)Phone
Services
Private Branch Exchange
(PBX)Phone
Services
Business Voice Services Manager Provisioning
OnNetTrunkingOnNet
TrunkingFixed MobileConvergenceFixed MobileConvergence
CustomXMLApps
CustomXMLApps
Cisco Unified Communication Shared Services Offer an Array of Government Voice Services
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 17
Architecture Components
Call Control—Cisco® Unified Communications Manager 4.2Call Routing/PSTN Gateway Controller—Cisco PGW 2200 Release 9.6 w/ HSIH.323 Gatekeeper—Cisco 3800, 2800Local Backup Services—Cisco Survivable Remote Site Telephony (SRST)
PSTN Gateways—38xx, AS5xxx, or MGX88xx + VXSMUnified Messaging—Cisco Unity® (ST)Web Collaboration—Cisco MeetingPlace (ST)Conferencing—Cisco MeetingPlace (ST)IP Contact Center
Cisco Unified Communication Shared Services
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 18
Management and Provisioning
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 19
Cisco Unified Communications Shared Services Simplifies Management and Provisioning
Customizable GUI makes it easy to manage moves,
adds, and changes
Intuitive Web interfaces simplify
administrative functions
Bulk loading of phones,
extensions, and IP address ranges
from spreadsheets saves time
Preconfigured dial-plan templates shorten time to deployment for new customers
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 20
Multilevel Administration Organizes Ownership and Privileges on All Levels
SP
System
Reseller
Department
Agency
Group/Branch
User
Offers eight levels of administrative control
Fits hosted and managed wholesale models
Enables low annual operational costs due to self-provisioning and administration
Delivers ownership security
Logs all changes with back-out key
Micro Group
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 21
Inventory Management Tool
Service Provider
System
Reseller
Department
Agency
Group/Branch
User
Reports for every level of administrative control
ODBC interface for export to existing systems
Tracks phones, equipment, licenses, serial numbers, etc.
=
Micro Group
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 22
Automated Phone Provisioning, a Hands-Off Approach to Adding New Users
1. Send phone to site.
2. Plug in phone.
3. Press two buttons on phone.
4. Phone talks to Unified Communications Services Management and Provisioning, which looks up the subnet and sets up the extension and IP address based on the user’s profile.
5. Input name on keypad.
6. Phone is automatically provisioned through system.
Two-Button Provisioning
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 23
Achieve Continuity of Operations Through Services Redundancy
GKGK
CallManagerClusters
H.323Gatekeepers
HSIH.323 to ISUP
Converters
PGW 2200Softswitch
PSTNGateways
Redundant PSTN gateways
Primary/secondary PGWs
Redundant HSI servers
Redundant gatekeepers
Redundant Cisco®
CallManager servers
ServiceProviderCore B
ServiceProviderCore A
Highly Reliable Architecture
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 24
Additional Solution Options
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 25
Medium to Large Enterprise-Class Managed Options
Regional partners delivering managed solutions for Unified Communications Manager
IN-BVS (Italtel)
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 26
IN-BVS Overview
http://www.cisco.com/web/partners/pr67/downloads/756/partnership/italtel/Cisco_ItaltelIN-BVS_TechnicalFlyer07QT1.pdf
Target customerEuropean market
CapabilitiesRole-based provisioning management
Integrated management for Cisco’s® Unified Communications Shared Services product portfolio
DifferentiatorBased on Italtel Softswitch (i-SSW) and not the Cisco PGW2200
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 27
Small to Medium Enterprise-Class Provisioning Management Options
Partners delivering provisioning tools for Unified Communications Manager for small to medium deployments
FROX TOMAS
Arcana Networks iManage
Cisco® Unified Provisioning Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 28
TOMAS Overview
Target customerEuropean market coverage
Medium enterprise
CapabilitiesRole-based provisioning management
Integrated management for Cisco® Unified Communications Manager
DifferentiatorMulti-vendor PBX management for co-existence with or transition from legacy installations (Nortel Meridian/CS1000, Siemens Hicom300/HiPath4000, Cisco CallManager)
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 29
Arcana Overview
Target customerU.S. market coverage
Small to medium enterprise
CapabilitiesRole-based provisioning management
Integrated management for Cisco® UCM, UCME, and UC500
DifferentiatorMulti-customer environments with separate customer controls for each system; full suite of management tools as well
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 30
Cisco Unified Provisioning Manager
Target customer sizeSmall to medium/large enterprise customers (<30K ports)
CapabilitiesRole-based provisioningIntegrated provisioning and management for Cisco’s® Unified Communications Manager, Unified Call Manager Express, Unity, and Unity Express
DifferentiatorDeep integration with Cisco’s own UC product lineLimited multi-language support
http://www.cisco.com/en/US/products/ps7125/products_data_sheet0900aecd805e327f.html
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 32
IT Service Center Berlin (ITDZ Berlin)
ChallengeReduce costsProvide better servicesCombine five voice and data networks into one centralized IP network
SolutionCisco’s® multiservice networkCentralized IP voice solution, which will serve as the collaboration platform for government agencies in Berlin, including emergency services
Benefits25,000 terminals of police and fire brigades, along with 75,000 government employees, will benefitExpected cost savings of 30 percentEliminated long-distance charges and moves/add/changes expenses
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 33
Qatar Telecom (Qtel)Challenge
Offer Qatari businesses the opportunity to replace traditional PBX hardware with advanced-feature, IP-based telephonyGive customers capability to manage their own services through a Web-based administrative GUIEnable small to medium sized businesses to share a single IP PBX platform to contain costs
SolutionCisco® Advanced Services and VisionOSS worked with Mannai Trading (a local systems integrator) to install a hosted/managed Unified Communications system
BenefitsRapid time to market for adding new customers (as little as one hour)Lower engineering costs (only two operators required)Ease of use
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 34
Belgian Ministry of Finance
ChallengeReduce number of locations from 500 to 150Identify flexible technology that would support simplified, easy moves, reorganizations, add-ons, and changes
SolutionCentralized high-availability integrated voice-video-data infrastructureIP telephony scalable to 21500 phones across 150 locationsCisco Unity® unified messaging and other integrated voice-data applications
BenefitsHeightened productivity for employees and constituentsUser mobility, flexible organizational structuringIncreased access for constituentsReduced operating expenses, centralized service management
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 35
North Rhine-Westphalia Finance Authority
ChallengeUpgrade existing PBX system comprised of disparate elements and service partnersDecrease operational costs and effortsCreate a flexible infrastructure to support transformationEnhance service delivery to users with consistent interface
SolutionSimplified software-based telephone system, centrally managed and supported, which will scale to meet needs of 30000 users across administration’s 145 locationsWAN infrastructureIntegrated data-voice-video network
BenefitsDecreased calling costsDecreased operational costsCentralized call record accountingWorker mobilityGreater operational flexibility
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 37
Cisco Deployment and Support Flexibility
Solution FlexibilityCisco® Unified Communication Shared Services for full-scale, service provider or large enterprise hosted solution (integrated with VisionOSS)
Complete Services SupportIntegrated Cisco and Partner Services
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 38
Cisco Leads the Experience
0%
5%
10%
15%
20%
25%
Worldwide Voice Market Share
Alcatel
Nortel
Siemens
Avaya
Q2’03 Q4’03 Q2’04 Q4’05 Q4’05 Q4’05 Q2’06
20062005
Completeness of Vision
Challengers Leaders
Niche Players Visionaries
Abi
lity
to E
xecu
te NECSiemens
NortelAlcatel
IBM
Microsoft
OracleAvaya
Ericsson AVS
Interactive IntelligencePolycom
InterwiseTeleWare
Mitel Networks
Cisco 23%
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 39
Cisco CallManager Is the Market Leader in IP Communications Deployments
Most endpoints sold:12+ million IP phones shipped50+ million Power over Ethernet (PoE) ports shipped5.3+ million Cisco® Unity® seats shipped26+ million voice gateway ports shipped300k+ Cisco MeetingPlace licenses shipped1.5+ million contact center seats shipped
Most/biggest deployments:40,000+ organizations worldwide use Cisco IP Communications (60+ with more than 5000 phones deployed)60% + of Fortune 500 companies use Cisco IP Communications34,000 Cisco employees use IP telephony worldwide—over 130 PBXs replaced globally
Recognized market share leader:Cisco sells 2-5 times more IP phones than its competitors41% market share in worldwide IP phone shipments (Synergy Research Q1CY05)
Number of Cisco Unity, MeetingPlace, and voice gateway ports shipped; this shows adoption of Unified Communications over IP
PoE to phones sold ratio; this shows how many companies have yet to deploy IP telephony that planned for it when they upgraded their networks
Number of contact center seats shipped; IPCC is one of the fastest-growing areas of Unified Communications
Number of companies already deploying Cisco Unified Communications; lower acquisition costs and faster time to revenue
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 40
Setting Cisco Apart from the Rest
Unmatched technical expertise
Unrivaled partnerships
Industry-leading, interoperable, standards-based solutions
Enabler of responsive environment that outpaces changing demands
Cisco® Capital finance programs
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 41
Cisco Connected Government—A Networking Approach Built to Last
Customized design based on proven best practices
Modular network deployment based on integrated components Optimal performance
Continuously expanding functionality Easily scalable architecture
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 42
Government Leasing
Single monthly payment
Single financing contract
Ease of administration
Bundled products and services
Below commercial-market rates
Cost-effective, comprehensive solution
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 43
Government Leasing Products
Lease to Ownership Plan (LTOP)Installment Purchase Plan—uses capital fundsPurchase title passes upon final payment
Lease with Option to Own (LWOO)Operating lease with option to own—leasepayments with fixed purchase option buyout, or fair market value
Uses O&M funds annuallyEnd-of-term options—return, renew, buyout, upgradeTechnology refresh upgrade before/at end of term
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 44
Setting Cisco Apart from the Rest
Unmatched technical expertise22-year track record as industry leader in networkingDecades of public sector expertise and best practices World-class engineersExtensive experience in scalable network design, operations, management, and support
Unrivaled partnerships Highly interoperable solutionsCisco® ServicesCisco Capital finance programsExtensive partner community