Cisco Confidential© 2012 Cisco and/or its affiliates. All rights reserved. 1

Unlock Business Value from your Collaboration Investments

Ramesh Kaza, Director, Advanced Services

Rob Filby, Director, Advanced Services

May 2012

Collaboration Architecture Practice

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Agenda• Cisco Services Overview

• Business Value of Collaboration• Productivity - Collaboration Enabled Business

Transformation (CEBT) Services• Innovation & Growth – Remote Expert Solution

• Steps to Execution

• Key Takeaways

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Cisco Services Aligning Technology to Your Business Imperative

Process

Technology

Culture

Collaboration

Solving Your Toughest Business Challenges

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Cisco Services Portfolio

• Strategy & Planning

• Assessment

• Design

• Deployment

• Migration

• Validation

• Product Support

• Infrastructure Management

• Optimization

• Application & IT Management

• Software Applications

• Solution Support

Cisco and Partner Innovation Engines

ServiceAssets

SupportingServices

BusinessServices

Customer Value Stacks

Build Run

1 2 3Trans

Sub1 2 3

Trans

Plan

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Business Value of Collaboration

Unlock new models toincrease customer value

Work together more efficiently and effectively

Adapt to change and improve scale

and speedSustainableDifferentiation

• Enable Mobile Users

• Optimize Team Performance

• Transform Trainingand Events

• Enhance Citizen Services

• Improve Organizational Communications

• Enhance Facility Management

• Improve Customer Satisfaction

• Optimize IT

• Improve Team Performance

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Collaboration Enabled Business Transformation (CEBT)

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CRM ERP II Industry App. Back OfficeBusinessEvent

BusinessEvent

Using Jabber/CEBT to Streamline Business Processes

Current Reality

BusinessEvent

CRM ERP II Industry App. Back Office

Communication/collaborationrequired

Communication/collaborationrequired

Remove Business Process Latency using CEBT

Productivity

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Business App + Jabber + CEBT Example

Voice Video

IM/Chat Presence

Voice mail

Web Conferencing

Productivity

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Extends Process to Any Device, Anywhere, Anytime Empowers enterprise users to consume business processes with a seamless

transition into collaborations services Delivers quantifiable business benefits Streamlines workflows and collaboration

Context Driven Collaboration

iPhone Tablet

Devices

Voice SMS IM SocialNet.

Email

Channels

CameraWebConf.

LaptopN’book/PC

ERPBI & Analytics

CRM HR Systems

BPMMiddleware

Applications and Processes

CEBT

“Context Driven” CollaborationProductivity

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BusinessBenefits

$ Reduce response creation timeframe from an average of 10 days to 5 days$ Improve plant production & utilization$ Lower on-hand inventory requirements$ Reduce final approval timeframe between 1-5 days.

Exceptions require research and prior approval before batch release

Delays in investigation and approval impacts customer shipment commitments, revenue impact

This Solution has applicability across other industries

Collaboration Enabled Plant FloorCEBT- Use Case

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CEBT Integration Platform

CEBT for Jabber Service (Cisco)

Web Services/HTTP API

Comm. Protocols (XMPP, IVR, SMS, email, …)

Business Application Integration

Application-User and User-User Contextual Collaboration Management

Communications Services Integration

HTTP – policies & preferences management

Administration & Self-Service

Cisco Components

- CEBT Business Connection license (hosted)

- Jabber SDK (no-cost)- CEBT resource kit for

Jabber (no-cost)- Business Strategy and

Jabber Integration Services (Advanced Services)

Productivity

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Cisco Jabber + CEBT. . .• Collaboration is more important than ever

Transform business transactions into real-time, personal interactions

• Deliver highly secure, clear, and reliable communications within your business application

Consistent user experience for collaboration and business applications

• Dramatically change the way IT provides collaboration capabilities to employees, customers, and partners

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Remote Expert Solution

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The Changing Value Proposition for Today’s Omni-Channel Customer

• Transactions are important but table stakes—anywhere, anytime, any device

• Customer Interaction is where the value exists

In real time

Anytime, any place, any device

With access to financial expertise

• How to interact in an omni-channel environment when you are not designed to do it?

Innovation & Growth

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What Is Cisco’s Remote Expert?

• Identifies, locates, and connects customers with experts for advisory services and complex, high-value transactions

• Creates a virtual pool of experts/specialists, whether co-located in particular centers or distributed within their enterprise footprint reducing lost sales opportunities

• Provides high-quality audio and video for customer interactions—delivering a compelling customer experience

• Maximizes effectiveness and reach of experts

• Allows experts to conduct a complete business transaction including document sharing, printing, signatures and payment

A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-Definition Video and Voice Connection

Innovation & Growth

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Remote Expert Solution

Public/Private Content Cloud

Cisco RE Manager (REM)

Expert Call CenterH.264 Video

Graphics Content

Control Traffic

Cisco IP Call

Manager (CUCM)

In Store/Branch

Touch Screen Display

Cisco IEC 4600Product Expert

CCE/CCX

Scan/Print/Copy

Payment Cards

CTS Series EX Series

or

CTS Series

Expert PC (Sharing

and Control)

EX Series

Media Sense

Recording

Innovation & Growth

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Steps to Execution

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Method for Developing a Strategic Vision and Roadmap

• Determine organizational scope

• Identify driving business imperatives

• Capture goals and develop high level vision aligned to imperatives

• Analyze in-scope processes and identify opportunities

• Develop current state vs. desired future state

• Perform business value analysis

• Assess Governance Capabilities

• Identify capabilities required to address future state gap analysis

• Determine prioritization based on anticipated business value

• Develop phased deployment approach which considers both organizational and technical requirements

Create Roadmap

(Architecture)

Evaluate Opportunities

(Strategy)

Identify Business Relevancy

(Discovery Session)

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Key Takeaways

• Apply Collaboration to Key Business Initiatives

• Use Collaboration to drive Sustainable differentiation

• Collaboration Business Value Levers and example solutions we talked today

• Productivity – Link Business Applications/Processes with Collaboration – CEBT, Jabber SDK

• Innovation, Growth – Remote Expert Solution

• Leverage expertise and solutions from Cisco Advanced Services to unlock and accelerate Business Value from your Collaboration Investments

Thank you.

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Collaboration Architecture Services

Cisco Collaboration Change Management

Service

Cisco Customer Collaboration

Services(formerly Contact Center)

Cisco Unified Communications Services, CEBT,

Mobility

Cisco Workspace Services (WebEx Social, Jabber,

Mobility, VXI Services)

Cisco Business Video Services

Discovery, Strategy & Architecture Services (UCC, Business Video, Social Collaboration, VXI/VDI)