unified communications - cisco.com · presentation_id © 2010 cisco systems, inc. all rights...
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© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Unified CommunicationsBusiness Benefits
Stergios Alexiou – [email protected]
Tech Product Marketing Manager
Collaboration Architecture, European Marketing Org
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Today’s Business Complexities
Business Impact
Missed Opportunities, Market Transitions
Customer Response
Higher Costs
Human Impact
Harder to Build Trust
Difficult to Know Whothe Right Expert Is
Information Sharing Among Companies Difficult
Trends
Global Value Chains
Consumerisation
Information Overload
Workforce Mobility
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
―Raising the productivity of employees whose jobs can't be automatedis the next great performance challenge—and the stakes are high.”
McKinsey & Company, The 21st Century Organization
Text Voice, Video
Num
be
r o
f S
take
ho
lde
rsCollaborative Tools
Documents
One
Many
IMTelePresence
IP
Communications
Vmail
Discussion Forums Video on
Demand
Wikis Blogs Customer
Care
Conferencing
Social Networking
CollaborationChanging the Way We Work
Virtual
Events
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 44
Social Media in the Workplace Cisco Study
Business implications of social networking
are often overlooked:
Only 1 in 7 companies had a formal process associated
with deploying social networking tools
Companies struggle with policy creation and
adoption:
Only 1 in 5 companies had policies in place concerning
the use of social networking technologies
Social networking tools need to integrate
together and with the existing enterprise
architecture to reap maximum benefits:
Only 1 in 10 respondents noted direct IT involvement in
social networking initiatives
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Collaboration Is…Equal Parts Process, Culture and Technology
At Cisco, we pioneer
collaboration
to change the way we work
We use these technologies
ourselves; we are our own
laboratory
From command and control to
collaboration and teamwork
November 2008—
January 2009
90 days
Realigned $500M to FY09
priorities
100% faster than 2008
Technology
Process
Culture
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Essential Elements of Collaboration
Not So Long Ago… Today…
Primarily single source
Largely asynchronous
Multiple sources, multiple devices, multiple applications
Non real-time and real time, interactive
Inside my organizationDispersed teams, outside my organization
Static and pre-defined networks Dynamic teams
You find information, people Right time, right people, right resource
Inside the firewall, walled offInclusive, selective, fluid
Communities
Information
People
Context
Security
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Kingdom of Fife
21,500 employees
360k citizens
160k households
900 services
Takes 5m+ calls per year
Implemented 12,000 IP phones in 360 sites
Annual phone bill reduced from £2.5m to £500k
Disaster recovery – fire at Glenrothes site in July caused no service disruption
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Collaboration Transforming Front-Line Services
Reducing travel and improving productivity
Cisco IP Telephony, XML applications, Unity voicemail
on Blackberrys, video telephony, video conferencing
Saving £200k/yr to re-invest
Eliminated 30 hours/wk travel time in each area more time on beat
Improved disaster recovery
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
£300k/yr flexible working savings
£680k/yr telephony savings
£5.7m/yr increased productivity
Branch & CC service levels up
New Ways of Working, New Ways to Provide Service
Cisco IP Telephony, CC Enterprise, CUCiMOC,
TelePresence
London Borough
* All figures preliminary
Collaboration Transforming Back office Productivity
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Collaboration Transforming Global Communications
20 min/day savings for sales
$70k/year travel savings
Reduced R+D development
Link Call Centre to Sales/Tech Staff
Connecting Right People, Right Information, Right Time
Cisco IPT, Unity, CC Express, Personal Communicator, SNR,
Click-to-Call, Presence, MeetingPlace
© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1111
Boeing Collaborates Over 1m meetings per year
Largest customer of WebEx
collaboration technologies
worldwide
5 year increase over tenfold
168k employees / 70k WebEx
accounts
Over 27,000 external suppliers
Reduced time to market
Currently investigating integration
of UC, IM and Presence into the
WebEx environment
Boeing Supplier Award (non
manufacturer section)
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Engagement & Solution
• Increased demand for health services• Difficult to access doctors in remote
and rural areas• Shortage of medical experts
Challenge
• Public-private partnership (Cisco+ Scottish Center for Telehealth + NHS Scotland)
• Global cross-functional engagement to develop new solution
• Solution based on Cisco IPC/UC, TP, UCC and IP-based Medical devices
• Opportunity to ’transform’ healthcare delivery systems radically
• Improved citizen experience• More effective care delivery model
Customer Results
Engagement & Solution
”HealthPresence is an asset to improve the quality of
telephone advice and triage. Being able to visualise and
have physiological parameters on a patient will improve patient
care”Dr Karyn Webster and Dr Fiona Mair
Healthcare Transformation
HealthPresenceAn Alternative Healthcare Delivery Model
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Cost
ReductionInnovation
Collaboration Drives Business Value
Customer
Intimacy
Competitive
Differentiation
Employee
Productivity
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
Cisco Strategic Direction
Secure
Inter-
Company
Interoperable,
Open
Architecture
Flexible
Consumption
Models
Video
CommunicationsEnterprise
Social
Software
Integrated
Experience
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
This core is then leveraged by any combination of end-user clients, devices or custom applications from Cisco or 3rd parties
Infrastructure
Collaboration Services
Communication and Collaboration Applications
Delivering the Architectural FoundationCollaboration Now and in the Future
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
Taking the Next StepMultiple Points to Get Started
Content Management Search Workflow PortalsDirectory Policy
Infr
astr
uctu
reA
pp
lications
Customer
CareTelepresence Conferencing Messaging Enterprise
Social Software
IP
Communications
Replace an
Aging TDM PBX
Virtualize
Customer
Support
Reduce Travel
Expenses
Shift to Cloud
Efficiencies
Improve
Interactions
with Suppliers
Increase
Sales
Productivity
Start at Any Point, Go at Any Pace,
Based on Business Priorities
Use on premise call control with SaaS conferencing to
lower costs, while delivering higher audio quality
Increase value and reduce operating expenses for
Cisco TelePresence by leveraging call control. Improve
customer, partner and internal productivity through
one button integration of WebEx and TelePresence.
Strengthen customer relationships by integrating Customer Care with
video communities to provide pre-recorded video expertise.
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17
Integrating Mobile phones
Mobile
Communications
Unified
Communications
• Convenient
• Highly Mobile
• Always-on
• Flexible
• Ubiquitous
• Feature Rich
• Integrated
• Collaborative
• Secure
• Managed
Extending business communications
- anytime, any where, any device
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18
Cisco Market Leadership
Sources: Synergy Research, Frost & Sullivan, Gartner Dataquest, IDC, Intellicom, Cisco
Western Europe
Enterprise Voice
Market Share
The European Leader in
Collaboration
#1 in Enterprise Voice
#1 in Collaborative Apps
#1 in IP Contact Center
#1 in Web Conferencing
#1 in TelePresence
#2 in Audio Conferencing
#2 in Messaging (UM/VM)
#3 in Instant Messaging0%
5%
10%
15%
20%
25%
30%
Q1'
06
Q2'
06
Q3'
06
Q4'
06
Q1'
07
Q2'
07
Q3'
07
Q4'
07
Q1'
08
Q2'
08
Q3'
08
Q4'
08
Q1'
09
Q2'
09
Q3'
09
Alcatel
Nortel
Siemens
Avaya
Cisco #1
Mitel
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 19
Thought Leadership, Industry Expertise
R&D Investment
Full Range of Service Offerings
Market Leadership
Strategic Partnerships
Cisco’s Commitment to Collaboration
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20