the new collaboration experience

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 1

The New Collaboration Experience

Collaboration Consulting Systems Engineer

April 2012

Raymond Sevier

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Where We Work

When We Work

What Tools We Use

Who We Work With

How We Work

Collaboration Is More Critical Than Ever


Text Voice, Video

Num

ber o

f Par

ticip

ants

Collaborative Tools

One

M

any

Expanding Collaboration to include Broader, Richer Interactions

Documents

IM Email

Personal Telepresence

Voicemail

Discussion Forums

Streaming Video

Wikis Blogs Contact Center

Conferencing

Social Networking

Desktop Video

Group Telepresence

Video Events

Social Video

Voice


Collaboration isn’t just about technology. We’re using collaboration to change the way we work

- John Chambers, CEO of Cisco

Process

Culture Technology


Secure Intracompany

Flexible Consumption Models

Enterprise Social Software Pervasive Video

Interoperable, Open Architecture

Integrated Experience


“65% of companies are deploying at least one enterprise social software tool”!

“20% of professional PC’s will be managed under a hosted virtual desktop model by 2013”!

“By 2013, over 90% of network data traffic will be Video”!

“People spend more time on Facebook than any other website”!

“Android is the #1 OS for mobile platforms with over 350,000 new activations per day”!

“Sales of Smartphones and Tablets are now greater than all PCs including notebooks”!

“60% of server workloads will be virtualized by 2013”!

“One third of corporations say they are using video at least once per week”!


Secure access to information and people from any device, anywhere

Agility and scale on demand, Rich media with VDI economics

Expertise & Information location, Proactive customer interaction

High quality interaction from anywhere, real-time and offline


PC World Post-PC World

New choices at every layer of the Traditional Stack

Client OS

Server Architecture

Applications

Devices


Wide Variety of Collaboration Technologies

Mobile, Office, Home, Inter-Company Smartphones, Tablets,

Laptops, Thin Clients Video, Voice, Web,

Social, Business Apps

Cloud On-Premise


ANY CONTENT ANYWHERE ANY DEVICE

INTEGRATED COLLABORATION EXPERIENCE

Video handled as Easily as Voice, Data

Flexible Access from All Clients

Best Experience in Any Location

Secure Mobility

Wide Variety of Collaboration Technologies


Best User Experience

It just works Guaranteed consistent experience quality, always on secure mobility Predictable results in overload conditions

Simplified IT Experience

Low call load for help desks Rapid scaling, with video and voice Flexible deployment model – including VDI

Organizational Security

BYOD with granular policy-based control Context aware application and SaaS access control Secured applications and content

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 12

Digital Media Suite

Medianet Infrastructure

The Cisco Unified Collaboration Approach

Support

Medianet Applications

Endpoints

Medianet Call Control

Cisco Account Teams Cisco’s Partner Community Cisco Unified Software Subscription

Technical Assistance Center TAC

Cisco Mobile

Cisco Unity Conection

Emergency Responder

Virtual Desktop Infrastructure LMR Show & Share

Immersive TelePresence

TelePresence IP Video Phone Cisco Unified IP Phone Unified Mobility Jabber IP STE

Unified Communications Manager Unified Communications Manager Express

Routing Switching Availability Administration Management QoS Security Scalable

Connectivity 28xx/29xx Series 38xx/39xx Series

Video Communication Server


From the Desktop to the Boardroom

On Premise Cloud Hybrid

Cisco Unified Communications

Manager


CUCM 8.6 Information

Video

Security

Mobility


Tandberg E20, EX60, EX90, and C-series endpoints can now register with CUCM 8.6

Video

Security

Mobility


SIP grooming IP PBX Trunking (video) Through Cisco Unified

Border Element

Video Application Servers

Advanced Enterprise Conferencing Services

Expressway™ Firewall Traversal/ Intercompany

Media Engine

SIP

B2B and Remote Worker

Distributed Conferencing Services

3rd Party/H.323 Video Endpoints

Voice and Video Call Processing 1

Unified CM

SME


•  Security Enhanced Linux (SELinux) replaces Cisco Security Agent (CSA)

•  Unified Capabilities Requirements (UCR) 2008 Compliance

•  Single Sign On (SSO) update

•  Security by Default enhancements

Video

Security

Mobility


•  Single Sign On - allows users to login once and have access to multiple applications without requiring additional logins

•  SSO now supports smart card based authentication

•  SSO support includes CM Administration, Serviceability, Reporting, OS Administration, Disaster Recovery System, RTMT, CCMUser, CUCiMOC

•  The SSO deployment includes Microsoft Active Directory Synchronization Open Access Manager (OpenAM) Linux Server


• Multi-hop through 6.1(x) and 7.1.(x) 3.X / 4.X • Multi-hop through 6.1(x) and 7.1.(x) 5.1(2) • 2 hop through 7.1(3) 5.1(3) • 2 Hop through 6.1(x) / 7.1(x) 6.1(1) • 2 Hop through 6.1(x) / 7.1(x) 6.1(2) • 2 Hop through 6.1(x) / 7.1(x) 6.1(3) • Single Hop 6.1(4) • Single Hop 6.1(5) • 2 Hop through 7.1(x) 7.0(1) • 2 Hop through 7.1(x) 7.1(2) • Single Hop 7.1(3) • Single Hop 7.1(5) • Single Hop 8.0(1) • Single Hop 8.0(2) • Single Hop 8.0(3) • Single Hop 8.5(1)


Single voice mailbox across all phone numbers

Simultaneous ring on all phones

Seamlessly move calls between

mobile and desktop phones

Extend your office phone

Place mobile calls through Cisco UCM

Mobility and Presence 2


The Story

Video

Security

Mobility


Cisco Delivers Voicemail Access the Way You Work

Cisco Mobile Clients Internet Access IP Phones Other Clients Email Access

Cisco Mobile for smartphones

(Visual Voicemail and speech access)

Cisco UC Integration for MOC & WebEx Connect

Personal Communicator/

Jabber

Single Inbox with Exchange & Outlook

Integrated Messaging with Domino & Notes

Cisco Unity Connection Web

Inbox

RSS Feed

Telephone Interface, Visual Voicemail, and

speech access on Cisco IP Phones

Lotus Sametime

Speech Access to Outlook Calendar

Cisco SpeechView voicemail transcripts


Unity Connection 8.5 Unified Messaging High-Level Architecture

•  Voice messages are stored in Unity Connection and synchronized with Microsoft Exchange mailboxes

•  Existing Cisco Unified Communications clients use same interfaces to access voice messages in Unity Connection

– Their reliability and performance are independent of Microsoft Exchange

•  Message synchronization leverages loosely coupled, web-based API’s, not MAPI, to communicate with Microsoft Exchange 2003, 2007, and 2010 simultaneously

•  Exchange client applications use same interfaces to Exchange to access voice messages

Cisco Thin Clients

Cisco Thick Clients

Cisco Clients

TUI/VUI/Midlet Ucxn APIs

Voice Mail System

Cisco Unity Connection 8.5 (Nichols) Exchange

2010 CAS

Email System

Exchange 2007 CAS

Exchange 2003

Exchange Servers 2007

Exchange Servers 2010

EX APIs Mobile Clients

Web Client (OWA)

Thick Client (Outlook)

Email Clients


Availability, Status

Video

Security

Mobility


Unlock the Power of Unified Communications Use Contextual Communications to

Get Answers and Make Decisions Faster

Status Generated from Multiple Sources

Status Published in Multiple Applications

“Gartner clients making collaboration and communications decisions are increasingly realizing the central role IM and presence play”


•  Accelerate communications See who is available and the best communications mode to reach people See and control your current state

•  Enhance workflow and output

•  Eliminate communication delays

•  Increased productivity for desktop and mobile users

•  Accelerate business processes through unified communication integration

•  Improve customer satisfaction

Fede

ratio

ns

Open XMPP clients

Cho

ice

of C

lient

s


Always-On, Network-Based Availability •  Rich network presence

Always-on telephony and calendar integration Aggregation from multiple sources and clients

•  Unified contact lists Corporate, business partner, and personal contacts

•  IT controls Policy, compliance History and logging controls

•  Standards-based federation XMPP and SIP/SIMPLE

•  Client choices Cisco desktop and mobile clients Third-party XMPP clients Extensible web SDK and applications

Personal Communicator/

Jabber

Mobile IM Clients

Contact Center Integration

Expert Advisor

Agent Desktop

Third-Party XMPP Clients

B2B and B2C Federations

Cisco Unified Presence 8.0

MS Exchange Calendaring

Always-On Network Presence

CUCM 7.x/8.x Integration

Business App and Process Integration

APIs and

SDKs


Plenty, Soft, Hard, Voice, Video, IM

Video

Security

Mobility


Advanced Professional

Business

Visual, Mobility, Virtualized Voice

Media Communications Voice Communications

Advanced Collaborative

Mobile Collaborative

Basic

Choice of Endpoints and Devices 4

Advanced Business


8900 Series

9900 Series Advanced Collaborative Media Endpoints • Rich interactions with HQ video & voice, large color displays • Desktop consolidation and widest bus. apps with VDI, MIDlets, XML • Maximum flexibility with USB, Bluetooth, Wi-Fi & Gigabit Ethernet • Energy-friendly for cost savings

Advanced Professional Media Endpoints • Rich interactions with HQ video & voice, large color displays • Desktop consolidation and bus. apps with XML, MIDlets and VDI • Connectivity options with USB, Bluetooth and Gigabit Ethernet • Energy-friendly for cost savings

6900 Series Business Voice Endpoints • Traditional telephony-like user experience • Rich interactions with HQ video communications • Desktop consolidation and wide array of business apps with VDI • Energy-friendly for cost savings

Advanced Business Endpoints • Full portfolio of desktop, conference and wireless endpoints • Rich interactions with HQ voice and video, large graphical displays • Desktop consolidation and wide array of business apps with VDI • Energy-friendly for cost savings

7900 Series

3900 Series Basic Voice Communications Endpoints • Affordable, high-quality audio communications • Added convenience with integrated speakerphone • Reduced infrastructure with integrated 10/100 switch ports • Energy-friendly for cost savings


All-in-one UC Application

!  Presence & IM !  Voice, Video, voice messaging !  Desktop sharing, conferencing

Collaborate from Any Workspace

!  PC, Mac, tablet, smart phone !  On-premises and Cloud !  Integration with Microsoft Office



Cisco Presence Light-ups Cisco Click to IM/Call



Seamless Mobility – Anytime, Anywhere Access

Integrated Collaboration

IM, Voice, Web, Social

Mobile TelePresence

High quality, interoperable video anytime, anywhere

Innovative App Ecosystem

For End Users Developers and IT

Workspace Virtualization

Local and Virtual Computing

Security & Manageability – Integrated, Foundational and Layered

Service & Support – Lifecycle, Global



Android Market

All Available Android Apps

Cisco AppHQ

Only Apps Scanned and Validated by Cisco

Cisco AppHQ Private Store

Your Custom Selected Apps + Company Specific Installations

Strata Motors PRIVATE APP STORE

Industry First


E911

Video

Security

Mobility


Automatically tracks IP phone location

Provides emergency call routing instructions

Identifies caller location to LECs and PSAPs

Eliminates administration for IP phone relocation

Supports emergency callback

Alerts customer security personnel to emergency calls in progress

Logs emergency calls and location record changes


Virtual Meetings

WebEx

Group Real-Time

Rich, Real-time Communications

Jabber

One-one One-to-few Real-Time

Social Collaboration

Quad

Many-to-many Real-Time & Asynchronous


Mobile


Social


Visual

!  High-quality Video

!  Interoperable

!  Integrated

!  Upload, view, share, comment, search

!  Video Communications

!  Video Content


Rich, Real-time Communications

Social Collaboration

Virtual Meetings

Video: H.264

Voice: SIP

IM & Presence: XMPP

Jabber Jabber WebEx


Secure, Scalable, Reliable Integrates with

existing investments Flexible

deployment options


WebEx Jabber Quad


The Cloud Service

Video

Security

Mobility


Industry leading Web conferencing solution •  Audio, web and high-quality video

•  Meeting, Training, Event and Support versions

Document, applications, desktop sharing

Ad-hoc and scheduled meetings including scheduling with Outlook and Lotus Notes

Interoperable with Cisco UC Products

Delivered securely over the Cisco Collaboration Cloud

Consistent, cross–platform experience •  Windows, Mac, Linux, Unix, Solaris

•  Supported on Mobile devices

•  Available in 13 languages


•  Engaging video experience High-quality resolution: 360p Active speaker switching Full-screen video Share content and view video

•  Mobile experience on iPad and Cius

•  Integrated with Cisco TelePresence

*Support Center: 2-point video, Windows OS


Collaboration Solutions TelePresence/Jabber for enhanced collaboration

Mobile Devices & IP Phones Mobile/IP phones provide ubiquitous access

On-Premise Audio & Cisco Network Devices MeetingPlace/ASR/Third Party Audio/Medianet for lower TCO


Enterprise Social Software

Video

Security

Mobility


Business Process

Social

Communication

Content

Open Standards & APIs to Integrate with Business &

Transactional Systems

Built-In Integration With Enterprise

Communications Systems

Built-In Integration with Content / Document

Management Systems

Out-of-Box Enterprise Social Software for the Desktop

& Mobile Devices

Context: Activities, Notifications, Recommendations, Search


•  Personalized, Integrated Experience

•  Knowledge Sharing Made Easy: Create, Share & Monitor Information & Expertise Across Your Organization

•  Collaborate Cross-Functionally In Virtual Communities

•  Search for People, Information & Communities to Find Answers Faster

•  Participate anytime, from anywhere via mobile apps for iPhone, iPad, Cius


•  Hover Card”: Access anyone’s presence, and click to IM, call, or launch a meeting

•  Schedule, manage, and launch instant WebEx web conferences

•  Manage Unity Connection voice messages through visual voicemail portlet

•  Built-in enterprise soft phone ties directly to Cisco UC manager 7.0 or later


Combining Traditional Tools

Finesse Agent Desktop

Virtual Contact Center

Routing & Reporting

SocialMiner Social Media

Customer Care Speech

Self-Service MediaSense Multi-Media

Capture & Storage

Enterprise Experts

Video-Enabled Customer Care Multichannel / CRM

Customer Collaboration

with the Power of the Future


at any time, in any location, and on any device.


Enterprise

Small & Medium Businesses

Self Service Assisted Service

Target Markets Cisco Unified Contact Center Solutions

Social Media As a Service

Hosted Collaboration Solution

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Express/IP IVR

Cisco Unified Customer Voice Portal

Social Miner

MediaSense

Finesse (Web 2.0 Desktop)

Unified EIM/WIM

Recording

Cisco Unified Intelligence Center (Reporting)


Finesse CTI OS (API) Agent Desktop (CAD)

Contact Center Enterprise

Intelligence Center

MediaSense

Customer Voice Portal

E-Mail Interaction Manager

SocialMiner Outbound Web Interaction Manager

Video

360° view of your customer


IVR

E-Mail Manager SocialMiner

Inbound/Outbound Voice

Reporting

Recording

Supervisor CRM Integration Remote Agent

Integrated Agent Desktop (CAD) U

nifie

d A

dmin

istra

tion

Per

form

ance

M

anag

emen

t Q

ualit

y M

anag

emen

t

Wor

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anag

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t

Powerful Solution Capabilities Easy to Use

Easy to Maintain

Appliance Platform Cisco Communication Manager

Cisco Unified Computing System


Functionality Description BE* Entry Std Pro

Audio / Video Conferencing **Cisco Unified MeetingPlace

Web Conferencing WebEx Meeting Center (1 port for every 10 users 1 year subscription) or MeetingPlace

Contact Center Unified Contact Center Express (25 Cisco UWL = 1 Std Agent)

Presence / Instant Messaging

Unified Presence server or WebEx Connect Cloud (1 year of Connect)

Desktop Client Cisco Jabber for Mac, CUPC, CIPC, WebEx Connect, CUCIConnect or CUCILYNC

Mobile Voice Client Jabber for Android, Cisco Mobile (for iPhone), Nokia

Mobile IM Client Jabber IM for Blackberry, Cisco Mobile (for Nokia)

Session Management Cisco Unified Communications Manager, Session Management Edition

Voice Messaging Cisco Unity Connection

Intercompany Media Engine Cisco Intercompany Media Engine

Single Number Reach Cisco Unified Mobility

Phone/Call Control Unified Communications Manager Licensing Desktop Video Enhanced Desktop

Video Desktop

Video

Endpoints Licenses for IP endpoints per user (hard or soft phone) 2 IP 1 for Hard

Phone 1 for CIPC

2 IP 10 IP

List Price $315 $245 $325 $500

CIPC

*CUWL BE 5000 and CUWLBE6000: ** MeetingPlace 8.5 is Active Host, MP 7 is still ports based model CIPC = Cisco IP Communicator, CUCIConnect = UC Integration for WebEx Connect, CUCILYNC = Unified Integration for Microsoft Lync


Multiple endpoints for a single user are counted as one Unified Workspace Licensing user

•  Total Number of Users Equals: Number of people (not sharing phones/devices) administered in the Unified Communications Manager

•  Shift Workers / Sharing Phones Workers sharing a phone number and the associated voicemail, presence, mobility, and soft client services, count as one user Workers sharing a device using extension mobility, but each using their own voicemail, presence, mobility, and soft client, count as multiple users

* Maximum of 2 endpoints for Standard Edition, and maximum of 10 endpoints for Professional Edition

Worth Noting!


Extension Mobility devices are NOT public space devices

•  Conference room phones •  Lobby phones •  Kitchen phones •  Hallway phones •  Quiet room phones •  Manufacturing floor phones •  Guest room phones (hospitals, hotels, cruise ships, etc. that

are not using any applications)

Worth Noting!


•  3-year UCSS and ESW required Exception: 1 year term available for government and education When mixing User Connect Licensing with CUWL, all users must have 3-year UCSS

•  Minimum order sizes Business Edition 5K, Standard and Professional Editions – 50 users Business Edition 6K – 100 users After initial CUWL purchase, add-ons may be of any size Entry – Add-on option available when STD or PRO minimums are met

•  UCSS and ESW is priced on per-user basis

UCSS = Cisco Unified Communications Software Subscription

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 69 69

!  Use Collaboration as a Competitive Differentiator

!  Develop a Collaboration Strategy using an Architectural approach

!  Design your user experience for Mobile, Social, Visual and Virtual

!  Collaboration is a Journey, not a Project

the new collaboration experience

Technology

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video application serversb2b

secure access

flexible access