hosted collaboration solutions a customer...
TRANSCRIPT
Hosted Collaboration Solutions (HCS) A Customer Perspective
BRKCOL-1350
Andy McLaughlin, Cloud Collaboration Architect
Chuck Millett, Cloud Collaboration Architect
Michael Hennigan, Cloud Collaboration Architect
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCOL-1350 Cisco Public
Agenda
• What is Cloud? Why HCS powered Cloud Collaboration?
• Cloud Consumption Options
• Complimentary Cloud Services
• Use Cases
• Summary / Q&A
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What is Cloud? Why HCS Powered Cloud Collaboration?
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Cisco Intercloud Strategy
Enterprise Private Clouds
Public Clouds
Partner Clouds Cloud Services
& Applications
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Cisco Cloud Portfolio Cisco Cloud Enablement Products and Solutions
Cisco Powered
Architectures for
Cloud Providers
Integrated
Infrastructure Network
Function
Virtualization
(NFV)
Intercloud
Fabric
Application Centric Infrastructure
Cloud Consulting Services
Cisco Cloud Enablement Platform
Service Catalog
Orchestration and Automation
Infrastructure Controller
Cisco Cloud
Applications
Application Enablement Platform & APIs
Platform & Infrastructure Services
Application Centric Infrastructure
On Premise
Hybrid
Managed
Customer’s
Private Cloud
Cisco
Cloud
Apps
Partner &
ISV Apps
IoE &
Vertical
Apps
OpenStack Cloud Libraries
Draft – awaiting final back
from graphics tune up
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Why Collaborate in the Cloud?
Financial Drivers
• Opex vs. Capex
• Consolidate and Centralize IT
• Optimized Footprint
Flexibility and Agility
• Bursting
• Evergreen
• Business Continuity
Globalization
• Global acceleration
• Uniform Service
• Optimize business process
Strategic Advantage
• Core vs. Context
• Time to market
• Proven Capabilities
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Cloud: If You Had Any Doubt… •
25% of surveyed
companies utilize hosted services; of non-users,
47% are likely to
use hosted services within the next 12 months
Frost and Sullivan
56% of survey
respondents currently use or plan to use collaboration through a software as a service (SaaS) deployment model
Forrester
By 2016, over
50% of all net
new deployments of video infrastructure will be delivered from the cloud or as software as a service (SaaS)
Gartner
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Why Collaboration from the Cloud?
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• Comprised of Cisco’s industry leading Collaboration Suite
• Based on a Multi-Customer Architecture
• Cisco Certified Providers (CMSP)
• Leverages Best Practices and Reference Architectures
• Deploy Today as Pure Cloud or Hybrid
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Services Product
Voice & Video Unified Communications Manager, Unified IP Phones, Jabber
Voice Mail & Integrated Messaging
Unity Connection
Instant Messaging & Presence
Unified Presence, Jabber
Mobility Services Unified Mobility, Mobile Clients
IMS Integration
Web Collaboration WebEx Meeting Center
Contact Center Contact Center Enterprise for HCS
TelePresence TelePresence Exchange System
Cisco HCS Collaboration Applications Supported
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Top Enterprise Concerns with Cloud Collaboration
Policy and Security
Data Center Locations
Enterprise Grade
Voice/Video Quality
Integration with Install
Base IT Control
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Cloud Provider Readiness and Validation
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What is Required of my Cloud Provider?
• Cisco Cloud Managed Service Provider (CMSP) program
• Verified HCS Architecture
– Assurance to Quality (A2Q)
– 3rd Party Audit
• Contractual Obligations between Cisco and HCS Partner
• Specializations
– Advanced UC
– Datacenter
• Contact Center for HCS Considerations
– Separate A2Q and Audit process
– Must be ATP certified
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Customers
Nexus 1000V – Virtual Switches
Customer Environments:
Cisco Unified Communication and
Collaboration Suite of Applications
HCS Datacenter Architecture
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Access Layer
Aggregation Layer
Core Layer
L2 L2
L3 L3
L3 L3
SAN Storage SAN Storage
SAN Switch SAN Switch
UCS B-Series
Chassis and Blades
running VMware
SBC SBC
ASA ASA
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Datacenter Core
& Aggr Layer
Enterprise 1
Site 1
Enterprise 2 - Dedicated Instances
CUCM – UCxN - CUP
Datacenter Access Layer
Shared Management Components
UCDM – HCM-F – CUOM – CUSM – vCenter – DCNM
Enterprise 1 - Dedicated Instances
Ent 1
Ent 2
Mgmt NAT in Management VPN
•Required for overlapping addresses
•Performed at PE or CPE in SP NOC
CUBE-SP or SBC
• Address Translation
• Media anchoring for inter-customer
and off-net calls
Firewall or SIP ALG
•CPE can provide FW and/or SIP-ALG
•Cisco ISR-G2 or ASA
Centralized Customer FW
•Firewall context per customer
HCS Customer Separation
CUCM – UCxN - CUP
Enterprise 1
Site 2
Enterprise 2
Site 1
Telephony Aggregation
Shared Signaling Components CUBE-SP
PGW
SP Telephony
Network (PSTN, SIP,
Emergency Services,
and Wireless) Enterprise 2 VPN
Management VPN Enterprise 1 VPN
Global VPN
MPLS
VPN Core
VRF-VLAN
Mapping
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HCS Software Licensing: Application Bundles
Functionality Collaboration Apps Basic Foundation Standard
Full Voice/Call Control Cisco UC Manager
Number of Devices 1 1 10
Mobility (SNR) Cisco Unified Mobility
Native Video Cisco UC Manager
Unified Messaging Cisco Unity Connection
IM & Presence Cisco Jabber IM
Desktop Softphone Cisco Jabber (full UC) * *
Smartphone Client Cisco Jabber (full UC) * *
Immersive Video Cisco TelePresence rooms * *
Web Conferencing Cisco WebEx Meetings
Contact Center Agent Cisco Unified CC Enterprise
Included
Optional Add-ons
*Subject to maximum number of devices
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HCS Security - Components
• Extranet VPN
• Firewall inside extranet VPN
• Firewall between customer premise and DC
• NAT between enterprise VLANs and extranet
• VPN can also provide an added layer of security
• UC Security
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HCS Security - ASA Usage
• On-Premise ASA
– Protects SP DC destined UC apps traffic
– Transparent or L3 mode
• Datacenter ASA
– Protects all traffic (customer and management) to UC apps
– Transparent mode
– One context per customer
• Extranet ASA
– Protects extranet devices (Global management VLAN)
– Transparent mode
– One context for entire extranet-VLAN domain
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Cloud Consumption Options
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Delivery Models
IP COMMUNICATIONS
MOBILE APPLICATIONS
CONFERENCING CUSTOMER CARE
MESSAGING
ENTERPRISE SOCIAL SOFTWARE
TELEPRESENCE
Private Cloud Public Cloud Hybrid
Cloud
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HCS WAN Cloud
Cu
sto
me
r
Pre
mis
e
On Premise
Gateway -SRST
-DHCP
-DSPs
-FW
Cisco Mobile
Mobile Network
WLAN (802.11 a/b/g/n)
Customer Premise – Pure Cloud
PSTN/ SIP
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Customer Premise - Hybrid
HCS Partner Cloud
Telephony Aggregation
HCS Management System
PSTN
Customer’s WAN/MAN
Customer 1 – Site 1 - Hosted
SIP/TDM
Customer 1 – Site 2 - Hosted Customer 1 – Site 3 - Hybrid
CCX
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Private Cloud Models
HCS Management System
HCS Management System • SP dedicates HW
• SP hosts and manages
Service Provider Datacenter
Service Provider Licenses Customer Datacenter
Service Provider Licenses HCS – Large Enterprise
• SP owns software
• SP/Customer owns Hardware
Leverage customer DC
• SP Manages
• Need Clear SLAs and Services
Packages to Support.
• Customer typically owns HW/SW
Customer typically manages
• Options for SP involvement
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HCS Large Enterprise
• Fortune 1000, multi-nationals, government, healthcare and large finance organizations
• Business Characteristics – Generally greater than 25,000 phones/devices – Distributed business operations with many business units/locations – Highly dynamic environments, either through organic growth or acquisition
• Technology Characteristics – Multi-vendor, multi-technology, legacy PBXs (still depreciating but at capacity) – Complex networks – Geographically diverse call control
• Pain Points – Complex management & operations due to separate divisions – Difficult to upgrade software – Multi-cluster complexity, high PSTN costs, inventory management
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Customer Portal into the Cloud – “Easy”
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• View and make changes to voice,
voicemail, mobility and presence
services
• Promote discovery of UC features
directly to the users
Customer - End User Portal
• Customer and location based
management
• Customize and standardize feature
packages
• Determine numbering plans for
individual locations
• Add and change users and services
• View billing and usage reports
Customer - Admin Portal
Customer Deployment and Readiness
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Legacy PBX Transition to Cloud
• Network Readiness
– LAN
– WAN
– Wireless LAN
• Partner Connectivity (MPLS / OTT)
• Technological Integration
– Dial Plan
– Active Directory
• Business Outcome Intentions
• Operational Expectations
• Metrics for Success
• Workflow Changes
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Cisco On-Premise Collaboration Transition to Cloud
• In addition to previous slide
• Can I re-use current:
– Phones
– Video
– Network equipment
• Migration Dependencies
• User migration plan and template
• License inventory
– Contractual Changes to licensing
• UCSS – ESW Contract status
• Business App integrations
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Complimentary Cloud Services • TelePresence as a Service
• Contact Center as a Service
• Remote Access
• 3rd Party applications
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TelePresence as a Service
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HCS
Cloud Conferencing Services
Enterprise
Cloud
Provider
HCS Service
Management
Managed/
Assured using
domain
managers
API Access
Basic Assurance capability
Pervasive endpoint
support
CTX
CTX
Management
Inter & Intra company Rendezvous
Meetings via Shared media resource
ASR
1000
HCS and CTX – High Level
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Video in HCS
WAN
HCS Partner Cloud
PSTN
Telephony Aggregation
HCS Management System Requirements:
1. Video-enabled endpoints registered to
CUCM
2. MCU(s)
3. Scheduling
4. IP-IP Gateway (Optional)
5. Management (Optional)
6. Recording (Optional)
Intra-Company & Multipoint
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Contact Center as a Service
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Yesterday’s solutions aren’t enough.
at any time, in any location, and on any device.
Customers want to be taken care of…
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Why Businesses are investing in Cloud Contact Centers? • End of life for legacy contact center
infrastructure and vendor consolidation
• Access to new features, channels and expertise
• Faster deployments and easier implementations
• Resource allocation
• Part of strategic plans for customer experience transformation
Why Businesses are not investing in Cloud Contact Centers?
• Unfamiliar with cloud offerings in the market
• Significant sunken investment in premise-based contact center infrastructure
• Concerns over security
• Perceived loss of control - mandates to improve customer experience
• No clear long-term business case
Source: OVUM
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24.3%
18.1%
2.1% Global contact
center agent
revenue CAGR
Global
CCaaS agent
revenue
CAGR
Global CCaaS
agent seat
CAGR
CAGR from 2013 to 2016
CCaaS is taking
market share from
on-premise platforms
Businesses must
participate in cloud
delivery or risk losing
market share
Sources: Gartner, DMG,
2013
Cloud is here!
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Cisco Unified Customer Collaboration Portfolio
Highly-Flexible
and Scalable
Full-Featured,
Small Footprint
Easily Deployed
Contact Center
Cisco® Unified Contact
Center Enterprise (CCE)
Packaged CCE
Cisco Unified
Contact Center Express (CCX)
Hosted
Collaboration Solution for Contact
Center (HCS for CC)
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Remote Access
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Remote Access Strategy
• Where have we come from? – IPSec
– AnyConnect
• Where are we are going? – Collaboration Edge
Work from anywhere on any screen
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Fixed
Expressway with HCS
Tablet Desktop Smartphone Web
Expressway system support…
Login, Automatic Location Discovery, TLS security, and ICE client
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3rd Party Applications
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Common HCS Additions and 3rd Party
• Unified Auto Attendant
• Cisco Emergency Responder
• Contact Center Express
• InformaCast – Paging
• EnsaTek Cloud Link for Google Apps
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Integration of Third Party Applications • Great opportunity for HCS partners to differentiate their services and focus on specific verticals
• Below types are approved for integration testing performed and managed by partners
– Other types subject to HCS product management approval
• Focus on applications that have proven interoperability with Cisco UC; e.g. CDN
• Partner to assure application’s requirements for bandwidth, latency, etc. are met and integrations are documented
• In the future, we may introduce a CDN-like program for HCS and/or integrate with the HCS management framework
• Typically billing & inventory applications pulling CDRs from CUCM
• Low risk FTP
• Manually provisioned directly in CUCM
• Generic SIP trunk & CTI support on roadmap
SIP Trunk, CTI, and AXL/SOAP
• “Basic” and “Advanced” profiles available SIP Phones
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Use Cases
• Franchise
• Public Sector (HCS – Large Enterprise)
• Commercial
• Enterprise
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Perspectives Charter Schools
• Obtain reliable high quality communications services at low cost
• Simplify funding for communication systems maintenance
• Help staff collaborate across locations
• Improved administrative efficiency with advanced collaboration capabilities
• Improved agility by offloading maintenance responsibilities from small IT team
• Lowered monthly costs by approximately 25% while increasing reliability and gaining new capabilities
• Replaced on premise voice system with Cisco Hosted Collaboration Solution
• Simplified E-Rate submissions by consolidating phone service system and system maintenance under E-Rate priority 1 funding request
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Challenge Solution Results
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City of Charlotte
Challenge
• Provide excellent experience for residents and visitors who call City’s contact centers
• Scale to meet increased call volume during Democratic National Convention
• Reduced government costs
Results
• Delivered excellent caller experience to citizens during and after political convention.
• Offloaded management of communications of City IT team, freeing it to focus on citizen service.
• Lowered TCO for contact center by approximately US $100,000 annually.
Solution
• Migrated from on-premise servers for communications and contact center for NWN cloud services, including NCloud Hosted Collaboration based on Cisco Hosted Collaboration Solution
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Gatwick Airport
Challenge
• 2nd Largest Airport in UK
• Growing from 34 to 38 million passengers
• Outdated 1950’s era based telephony
• Needed communications to support 24/7 environment
Results
• Significantly enhanced user experience
• Reduced costs
• Mobilized the workforce
• Increased business agility and continuity
Solution
• Partnered with Cisco, Fujitsu and Xchange
• Managed service providing voice, video, IM and presence to 1,100 employees expanding to 2,500
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Summary / Q&A
• How do you start your journey
• Best provider for you
• Next steps
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Continue Your Education
• Demos in the Cisco Campus
• Walk-in Self-Paced Labs
• Table Topics
• Meet the Engineer 1:1 meetings
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Links for Cloud Collaboration Cisco Hosted Collaboration
• http://www.cisco.com/web/solutions/hcs/index.html
Cisco Case Studies
• http://www.cisco.com/c/en/us/products/unified-communications/hosted-collaboration-solution-hcs/case-study-listing.html
Cisco Intercloud
• http://www.cisco.com/c/en/us/products/switches/intercloud/index.html
Locate a Cisco Partner
• https://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do
For Cisco Partners:
HCS Docwiki
• http://docwiki.cisco.com/wiki/Cisco_Hosted_Collaboration_Solution
HCS Partner Community
• http://cs.co/hcs-partner
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