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- 2. © 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialMoran 2-07 2 Christopher Thompson Senior Director, Solutions Marketing Cisco The Future of Communications
- 3. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 3 “Yes, you. You control the Information Age. Welcome to your world.” “For seizing the reins of the global media... Founding and framing the new digital democracy... Beating the pros at their own game” Time Magazine’s “Person of the Year 2006: You” Time Magazine Person of the Year 2006: You.
- 4. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 4
- 5. A New Generation of Empowered End Users “The next generation of information workers will expect a highly visual, connected, contextual information workplace they can take anywhere.” - Forrester Innovation
- 6. One TimeOne Time Zone, RealZone, Real TimeTime Mobility andMobility and Uniformity ofUniformity of ExperienceExperience WorkingWorking MomentsMoments Security andSecurity and GovernanceGovernance New andNew and ChangingChanging RegulationsRegulations BusinessBusiness ContinuanceContinuance
- 8. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 8 Your ability to hire and retain employees is at risk We’ve entered a new era: – The post-desktop era – The post-email era – The post-fixed workspace era Collaboration replaces transactional communications – Every media, every time, every device, and everybody
- 9. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 9
- 10. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 10 Government in Transformation Borderless Enterprise Real-Time, Contextual Information Empowered User Contextual, Virtual, Secure Architecture of participation Agile business Anytime, anywhere Work @ home Global talent Grassroots innovation Personalization Consumer within
- 11. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 11 Consolidation, Competition and Collaboration in Unified Communications IP Telephony Mobile/ Centrex Video Conferencing IM/Web Conferencing $30B Unified Comms
- 12. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 12 IP Telephony Mobile/ Centrex Video Conferencing IM/Web Conferencing Consolidation, Competition and Collaboration in Unified Communications
- 13. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 13 Social Networking Drove the First Phase of the Human Network Collaboration is Driving Business Process Change Podcasting
- 14. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 14 Online TelePresence Intelligent Network Every Experience is Delivered by the Network Everywhere, every time, every device, every media, everybody!
- 15. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 15 Applications Devices Operating Systems Networks Collaboration begins in the workspace
- 16. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 16 Collaboration Demands “Open” Devices ApplicationsNetworks
- 17. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 17 Enterprise 1.0: A World of Silos Individual user constantly struggled to reconcile Network silos Different networks - different contexts Application silos “Cut and Paste” application integration Collaboration silos “Do you see what I see?”… “Why not?” Time spent reconciling took away from time productively collaborating TransportTransport DataData MobileMobileVoiceVoice TelephonyTelephony VoiceVoice ConferencingConferencing DesktopDesktop ApplicationsApplications EnterpriseEnterprise ApplicationsApplications MobileMobile TelephonyTelephony
- 18. © 2007 Cisco Systems, Inc. All rights reserved. IPMA EXECCUTIVE CONFERENCEThompson 3-10-07 18 Enterprise 2015: A World of Collaboration Empowered users rely on multi- dimensional collaboration Workgroups Consistent, shared and immediate view of relevant workgroup context Applications Seamless interfaces Mash-Ups, SOA… Integrated Network Services Enable “collaborative applications” Collaborating to achieve common goals Anywhere, any device, anytime NetworkNetwork SystemsSystems LayerLayer IntegratedIntegrated NetworkNetwork ServicesServices LayerLayer Intelligent NetworkIntelligent Network ApplicationApplication LayerLayer DataData CenterCenter CampusCampus BranchBranch Identity &Identity & MobilityMobility Resource &Resource & PolicyPolicy Session &Session & MediaMedia AONAON SecuritySecurity MobileMobile HomeHome SCMSCM CRMCRM …… SOASOA CollColl CommComm
- 19. © 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialMoran 3-07 19 Case Studies in Unified Communications Cisco Systems
- 20. Unified Communications at Cisco Deployment Summary 256 locations covered 25 Cisco UCS Clusters 78,000 IP Phones 59,000 Cisco Unity Voicemail boxes 17,000 Video Telephony Advantage users Now Happening Expanding audio conferencing with video Home office IP Telephony extensions Global IP Telephony apps Benefits Reduced 262 PBXs to 25 centralized UCS clusters - Removed contract PBX lease & maintenance costs - $4.5M/yr Reduced costs - $5M/yr Reduced long distance charges Reduced staff, cabling costs
- 21. Unified Messaging at Cisco Deployment Summary Distributed Cisco Unity at 12 locations Currently 59,000 users on Unity 18,500 Cisco Unity voice mail boxes in San Jose, migrated in just 8 hours Benefits >86% reduction in voicemail systems saving est. $ 4 million dollars/yr Consolidated to 92% fewer locations PC-based voicemail management Reduced IT Management costs Now Happening Migrate to full integrated messaging, convergence of voice mail, fax and e-mail Voice Mail E-mail Fax One Inbox
- 22. Unified Contact Centers at Cisco Deployment Summary 17 Contact Centre locations globally (including 3 outsource locations) 10+ million calls handled per year 84 Global Contact Centre Clients 1,385+ agents Benefits Cisco web collaboration option Centralized or Distributed treatment & queuing $30K / month saving on Tie Lines; $19K / month savings on Carrier Routing Reduced IT & Client Admin Support Reduced Phone Transport Expenses Rapid deployment of new applications Now Happening Customers handled in a customized fashion Web usage & knowledge capture at the call centre
- 23. Video & Rich Media Communications at Cisco Deployment Summary Avg. 123 live broadcasts, 16,000 live viewers, 900 VoDs created, 242,000 internal and external viewers/qtr Unified MeetingPlace audio and video conference 20 million minutes a month Now Happening Video-enabled IP Communicator Conferencing Integration Unified Client Converged SIP/SCCP desktop video dial plan and solution. Blogs / Wikis Benefits Business Video More dynamic, interactive; addresses different learning styles Travel savings est. $115 Million/yr MeetingPlace - Productivity: 4 interfaces reduced to 1; 3 minutes saved/meeting scheduled - 75% of voice traffic shifting from PSTN to IP network - Removal of dedicated circuits: $50,000/month saving
- 24. Cisco TelePresence Deployment Summary Launched October 2006 Cisco deployment 110 units in July 2007 40 Units deployed through February 2007 17000 meetings to date (Sep ’07) via TelePresence 3200 unique customer meetings 360 trips avoided The Future New Business Models Multipoint Conferencing Business to Business Benefits Cisco TelePresence -$93 million improved sales success -$49 million accelerated sales -$29 million employee productivity -$42 million travel savings -(Projected savings over 3 year period)
- 25. © 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialMoran PSS 2-07 25
Notas do Editor
- This new generation of people is born with the concept of the interactive experience. The experience is the defining moment They don’t use, they interact Their communities transcend international boundaries And their communications are rich with different media types For companies to be successful, we need to be ready to attract and retain our workforce for tomorrow
- I first started covering this market place in 1995 while I was a Chief Analyst at Gartner Then the issues were all about the interworkings of the PC and the telephone and CTI Now, we are faced with a different set of issues--the worker of tomorrow has different experiences and expectations Wired>Wireless Broadcast>Unicast Mass Market>Long Tail Pushed>Pulled Closed>Open Personal Computing>Social Networking Standardization & Customization, Specialization> Convergence Given this shift, where better to look for how tomorrow’s business world will operate than with our children- the workforce of tomorrow. It's a story about community and collaboration on a scale never seen before. It's about the cosmic compendium of knowledge Wikipedia and the million-channel people's network YouTube and the online metropolis MySpace. It's about the many wresting power from the few and helping one another for nothing and how that will not only change the world, but also change the way the world changes. The tool that makes this possible is the World Wide Web. Not the Web that Tim Berners-Lee hacked together (15 years ago, according to Wikipedia) as a way for scientists to share research. It's not even the overhyped dotcom Web of the late 1990s. The new Web is a very different thing. It's a tool for bringing together the small contributions of millions of people and making them matter. Silicon Valley consultants call it Web 2.0, as if it were a new version of some old software. But it's really a revolution. And we are so ready for it. We're ready to balance our diet of predigested news with raw feeds from Baghdad and Boston and Beijing. You can learn more about how Americans live just by looking at the backgrounds of YouTube videos—those rumpled bedrooms and toy-strewn basement rec rooms—than you could from 1,000 hours of network television. And we didn't just watch, we also worked. Like crazy. We made Facebook profiles and Second Life avatars and reviewed books at Amazon and recorded podcasts. We blogged about our candidates losing and wrote songs about getting dumped. We camcordered bombing runs and built open-source software. America loves its solitary geniuses—its Einsteins, its Edisons, its Jobses—but those lonely dreamers may have to learn to play with others. Car companies are running open design contests. Reuters is carrying blog postings alongside its regular news feed. Microsoft is working overtime to fend off user-created Linux. We're looking at an explosion of productivity and innovation, and it's just getting started, as millions of minds that would otherwise have drowned in obscurity get backhauled into the global intellectual economy. Who are these people? Seriously, who actually sits down after a long day at work and says, I'm not going to watch Lost tonight. I'm going to turn on my computer and make a movie starring my pet iguana? I'm going to mash up 50 Cent's vocals with Queen's instrumentals? I'm going to blog about my state of mind or the state of the nation or the steak-frites at the new bistro down the street? Who has that time and that energy and that passion? The answer is, you do. And for seizing the reins of the global media, for founding and framing the new digital democracy, for working for nothing and beating the pros at their own game, TIME's Person of the Year for 2006 is you. Sure, it's a mistake to romanticize all this any more than is strictly necessary. Web 2.0 harnesses the stupidity of crowds as well as its wisdom. Some of the comments on YouTube make you weep for the future of humanity just for the spelling alone, never mind the obscenity and the naked hatred. But that's what makes all this interesting. Web 2.0 is a massive social experiment, and like any experiment worth trying, it could fail. There's no road map for how an organism that's not a bacterium lives and works together on this planet in numbers in excess of 6 billion. But 2006 gave us some ideas. This is an opportunity to build a new kind of international understanding, not politician to politician, great man to great man, but citizen to citizen, person to person. It's a chance for people to look at a computer screen and really, genuinely wonder who's out there looking back at them. Go on. Tell us you're not just a little bit curious.
- It’s not really about YOU. ….it’s about US…the power of collaboration. It’s not about you or me as individuals…it’s about what we can do together…collaboration However who are we?
- There is also another dynamic at play that is influencing communications. Consumers – especially those in younger generations – are using technology and the degree to which they use it is dramatically changing. Now it is the end users who are empowered, driving innovation, and changing our experiences. Through advances in communications technology, people are linked by e-mail, photos, wikis, blogs, podcasts, instant messaging and more. This is a whole new source of productivity– harnessing the power of the end user. This type of productivity comes from collaboration, co-creation; people working together voluntarily off hours to share common areas of purpose and interest. This new collaboration is being generated and pushed to people and businesses by end users. This is leading to a whole new set of expectations for new users that is joining the work force. Newcomers will provide pressure on organizations to support known communication methods If known methods not supported, then they will go beyond supported solutions … causing more complexity, lessened security, etc.
- As we get ready for tomorrow, we’re watching the business rules of today be dramatically rewritten
- And at the same time, our world has never been more congested, more crowded, more over-used You don’t need to be an environmentalist to appreciate the lost productivity According to the Bay Areas Air Quality Management District, the average Silicon Valley commuter loses five days per year to traffic congestion All this aggravation, frustration, cost and waste so that we can connect, so that we can build the human network
- Cisco Unified Workspace Licensing is a new program that allows customers to procure, on an affordable per-user basis, a broad range of Cisco Unified Communications applications and services. Workspace Licensing, inclusive of licensing, support, and software subscription for applications and clients, facilitates consistent deployment of multiple unified communications applications to all users in their workspaces wherever that may extend. This program streamlines pricing, licensing, and acquisition of Cisco Unified Communications solutions and introduces the ability for businesses and agencies to implement a media-rich unified communications experience at a lower per-user price point. Today’s current application attach rates outside of Unity (which is around 55%) are generally quite low. This puts Cisco at a disadvantage in terms of UC mindshare. UC is more than just dial tone and voicemail, and our offerings need to provide a more complete experience for the end user. Today’s a la carte offerings are more compelling when they are combined. In addition, when you can get many applications for the price of one, all combined in a single part number, it’s provides a significant incentive for both the field and channel. Microsoft and Avaya already provide this kind of user-based licensing that includes many applications and these types of bundles are very common in the software industry. As the Cisco UC solution becomes more software-centric it is important that we have a similar compelling offering. KIRA’S NOTE:::: Ellie wants to really stress/highlight that customers no longer need to manage through DLUs This is a customer, partner, and sales friendly program. It is easier to order. Under the program for most customers we have reduced the number of SKUs from 26 to 1. Partners can also order under this program. Customers no longer need to manage Device License Unit (DLU), rather they need to track the number of users or workspaces. It enables you to have conversations with business buyers about the business process impact of UC. Now all users in an organization can have consistent application availability. Allows customer to realize maximum benefit from unified communications applications experience
- Clearing: Don showed a version of this industry landscape last year, pointing out that companies from different positions of strength are all doing what they can to capture their share of this $30B+ opportunity. One of the biggest success factors, given this landscape, points to how well these players partner with one another. [CLICK] Here’s a look at how the rest of the industry was partnered back then [CLICK] And here’s where we were—clearly better partnered than anyone else in the industry. So what’s happened since then? [CLICK] We acquired WebEx (Headline: “Cisco-WebEx will define the future of computing”) [CLICK] AVAYA and Siemens seem to be waving the surrender flag, as both have made some difficult announcements (Headline: “Avaya Enters into Merger Agreement with Silver Lake and TPG Capital”) (Headline: “Siemens to carve out telecoms businesses by Oct. 1) [CLICK] We’ve seen some new interesting entrants to the space with companies like Apple announcing the iPhone (Headline: “The iPhone Matches Most of its Hype”) [CLICK]
- We’re seeing one competitor in particular (MSFT), increase its competitive stance against us (Headline: “Change Your World Without Changing Anything”) [CLICK] And, despite the continued competitive pressure and consolidation of the industry, we’re seeing heightened levels of collaboration as well. Companies like IBM and Cisco, by nature, are able to collaborate like this while MSFT, by nature, isn’t. (Headline: “IBM, Cisco launch joint UC platform”) Transition: Cisco is driving much of this transition. We’re making it happen, and the work you’re doing in the field has everything to do with it. [CUE SALES STAR VIDEO]
- Click to go to second level of build (need to build out (with YouTube and friends) and turn it into something that shows the evolution of social networking from email IM/PC to collab on a variety of devices. ) Don Tapscott Quote - Today we're at a defining moment in business history - the threshold of a dramatic shift in the way that firms are organized, innovate and create value. Information technology and new networked business structures are removing the sources of friction in our economy... A new breed of open, networked organization-the Enterprise 2.0-is emerging. Today, the end user is in charge, creating social networks that incorporate new forms of communication: collaborative Websites, blogs, mixing content, and having more of a say in how companies will do business with them. According to Wikipedia, a social network is a social structure made of nodes which are generally individuals or organizations. It indicates the ways in which they are connected through various social familiarities ranging from casual acquaintance to close familial bonds. Enterprises are beginning to look at social networking as a new business model that can be leveraged for marketing, building brand loyalty, customer care, and recruiting. This new form of connecting, allows people to connect based on common and shared interests, and provides a unique opportunity for companies to tap into this new model to increase productivity and tap into other forms of reaching employees, partners, customers; as well as new customers and markets. An example of this phenomenon was stated in a September, 2006 BusinessWeek article “Social Networks: Exec’s Use Them Too”. Companies such as MiniCooper USA are using social networks to build brand loyalty among existing customers, forge communities and events with would-be customers, create collaborative customer service based on owners needs, and conduct further market research based on user profiles and additional customer information that is made available through the sites. In addition, companies such as Goldman Sachs and Boston Consulting Group, are tracking employee emails and frequented sites to better reach alumni networks to hire and build a client base, better connections to prospective companies and luring prior employees back to their organizations. Example of the human network in the marketplace: Flicker is an online photo-sharing site. A young female art student in Iceland, where there’s a total population of 300,000, can have her photos viewed and critiqued by 4 million users on Flicker. Her photos are so well received that she received a contract from Toyota Motor Company to take photos for their new advertising campaign. No agency fees, no agents, just the idea of being able to be successful as an end user and be able to participate in this new revolution. YouTube is an online video networking site that allows users to upload, view and share video clips. The site is 18 months old, has 50 employees, millions of virtual employees and 120 million downloads a day. Human Network definition: A social structure of individuals, business partners, friends, orgs connected via tech., using devices (i.e. PCs, cell phones, PDAs, digital TVs). The human network connects people to people – common areas of interest. Through advances in communications technology, people are linked by e-mail, photos, wikis, blogs, podcasts, instant messaging and more. The human network includes mash-ups, user-generated-content and new forms of collaboration occurring at the edge of the networking space. A mashup is a website or web app. that seamlessly combines content from more than one source into an integrated experience. This new collaboration is being generated and pushed to people and businesses by end users. Cisco is at the heart of this new human network – the fabric that ties it all together. Whether it’s the core infrastructure or unified communications, collaboration and co-creation are not possible without Cisco’s network. This opens up new growth opportunities for Cisco such as: Convergence, and moving into higher growth markets, consumer, content.
- Clearing: Where you can create your workspace on demand by drawing from a pool of unified communications services that are offered by the network. It doesn’t matter what device you’re using, doesn’t matter where you are, as long as your connected to a network. Creating this workspace would be as simple as touching the devices you need. Imagine how consistent and compelling the user experience would be
- Clearing: Our vision really starts with this concept of the “workspace”; a term you’ll hear a lot more in the months and years to come. “Workspace” is a concept you can use to open new & differentiated business conversations with your customers It goes to the point that the combination of devices, applications, OS’s, and networks we use to conduct business can be significantly different at any given time on any given day; The workspace is not just the desktop anymore Think about it—where do you do work? Office, home office, car, airport, customer sites, etc. How many of you have responded to an email or a text message during this session today? What’s in your workspace right now? What about tonight in your hotel? Or your home? Or your car? Or our office? And look around you. Is everyone using the same type of PDA? Or the same type of laptop? Or even the same operating system? Consider how your workspace evolves over the course of a day. The workspace is increasing in complexity and variability. In order for our customers to collaborate effectively, anytime, anywhere, on any device, we need to understand the many variations of workspaces that exist in their organizations, and what people inside those workspaces are really trying to do. It’s also a very good way to open the conversation with your customers. We’ll talk more about that later. Transition: Cisco’s value proposition is in unifying the workspace, regardless of what devices, OS’s, applications, or networks your customers are using at any given time.
- Clearing: The intelligent network is open. (Cisco Unified Communications Is Built on an Open Standards Architecture; That Means That It Works Across any Device, Operating System or Media) Just as every workspace is variable, so too is the number of systems that require integration. Cisco unifies applications as diverse as those offered by IBM, Microsoft, RIM, WebEx, Saleforece.com, Oracle, and SAP. Customers who have deployed Microsoft Office Communications Server for some workspaces will soon be able to leverage these desktop capabilities with the Cisco Unified Communications System, despite the proprietary CODECs used by Microsoft. This is not only important for unifying workspaces today, but consider the implications for the future. A multitude of vendors will undoubtedly deliver innovative collaboration solutions and business applications in the years to come. It’s naïve for anyone to say all of this innovation will come from a single vendor. SONA, SBCA and IP-NGN offer a platform on which customers can build and hook their legacy applications into to achieve integrated content anytime, anywhere, and on any device. It MUST be open in order to make this a reality. [CLICK]
- Cisco is not only a creator of this new world, but we are an active player as well. When we look ahead we see three primary trends affecting our success
- DEPLOYMENT SUMMARY – Cisco supports 35,000 employees and 18,000 contractors at 242 locations with 66,000 IP Phones. Some contractors have IP phones; some employees have multiple phones (one desk phone, another at home). And many phones are used in conference rooms, break rooms, building lobbies, labs, and the like. Over 24,500 users have IP Communicator or SoftPhone. This software application residing on user’s laptops gives each person a software “phone” that can be used anywhere wired or wireless Internet access is available – in meeting rooms, at customer sites, at home, at hotels, at cafes or libraries or coffee shops, etc. IP Telephony case study: http://www.cisco.com/en/US/about/ciscoitatwork/case_studies/ipcommunications_dl4.html All call processing is done by Cisco CallManagers. While there are still several offices in the U.S. that are not yet supported by Centralized Call Processing clusters, all of Europe and Asia and much of the Americas are now supported by 25 CallManager clusters, and the rest will be migrated over between now and mid-2005. Centralized Call Processing case study: http://www.cisco.com/en/US/about/ciscoitatwork/case_studies/ipcommunications_dl2.html More than half of Cisco, in the larger locations, are supported by Unity voice mail. Cisco is migrating off its legacy voicemail systems and to a system based on IP networking and servers, which support management of voicemail over the web. The rest of Cisco will be migrated site by site and is scheduled to be completed in August 2005. Unity case studies: http://www.cisco.com/en/US/about/ciscoitatwork/case_studies/ipmessaging.html =========================================================== BENEFITS – Reduced 262 PBXs to 13 IP Centralized Call Manager Clusters In the year 2000, Cisco needed a PBX or key system for all owned and most leased buildings. Each of these required outside maintenance as well as local technicians on call at each location. Cisco has replaced these TDM boxes with 13 clusters of servers, sitting in racks in data centers and managed and monitored by local sysadmins and a global team of system managers and network engineers. Monitoring is automated (like monitoring of most equipment and applications within Cisco); and management and upgrades of these voice applications can be done by skilled engineers from any part of the globe. Removed lease costs of PBXs: $1.5 Million / year in San Jose Our San Jose campus had a legacy voice system of two PPN (Primary Port Network) PBXs and 55 EPN (Expansion Port Network) PBXs (one per building). 22 of those EPNs were still under lease, and when we removed them, we saved US$128,888 per month ($1.5M per year) in leased equipment cost. We also returned over US$3.5M (market value) of equipment, and 10,000 phones along with those 22 EPNs. Source: IPT case study Removed contracted maintenance costs of PBXs: $2.2 Million / year in San Jose Cisco had a maintenance contract with the legacy PBX vendor for $2.55 per port per month, at about 34,000 ports; which was $1.04M/year; we also maintained a staff of 12 full-time outside PBX support staff under contract for $ 0.75M per year; and a staff of 4 full time Cisco employees for fully loaded cost of $0.48M per year; for a total of $2.2M / year in San Jose. The rest of the Americas supported 3 maintenance contracts, one for each of the two legacy PBX / key system vendors (L: $650K/yr and N:$500K/yr), and a separate one with an outside PBX support staff (7 headcount, $680K/yr), or about $1.8M per year for the rest of Americas, or a total of about $4M / year in the Americas. Source. Vikrant study. Worldwide central voice management in place All CallManager clusters are now just servers in a rack in a large data center, and their hardware and OS are supported by sysadmins in that data center. Overall monitoring and management of this and all other data center and network equipment is managed out of twin Operations Control Centers in San Jose and Bangalore, India. The CallManager application management (upgrades and line entries) are still handled by Cisco IT voice management in separate theaters, for the most part; so Americas is handled out of RTP and SJ, EMEA handled out of Amsterdam, and AsiaPac handled out of Sydney. But since any Cisco voice engineer can log into any CallManager cluster from any point on the globe, these distinctions are blurring over time. Added worldwide voice mobility: In the office, at home, and on the road With Web-accessible voicemail mailboxes, and portable PC-based IP Phones (IP Communicator), coupled with Remote Access VPN and the near ubiquity of Wireless access to the Internet, Cisco employees can use their corporate phone system and their voicemail system from any location on the globe that supports wired or wireless Internet access. So Cisco employees at their customers’ sites, or in a hotel or coffee shop or any number of other locations can work their voicemail and their corporate phone as well as use their corporate data resources, whenever they like. =========================================================== THE FUTURE – Expanding Audio conferencing into Rich Media Communications Cisco already supports a variety of collaboration services (Latitude MeetingPlace, Livelink collaboration services, Sametime IM, e-Communities message boards and survey tools, and H.323 Video Conferencing). Cisco IT is now piloting VT-Advantage, a SIP-based video conferencing technology which integrates well with Latitude MeetingPlace, and will support audio/video mixed and multipoint conferencing in production by mid-2005. Home office IP telephony extensions Cisco has deployed Enterprise Class Teleworker (ECT), a DMVPN remote access solution with a hardware VPN client (Cisco 800 Series router), in production in August 2004. While IP Telephony works well with this solution (over 450 pilot users have it), Cisco IT is waiting until mid-2005 to move IPT at home into production, when a “zero-touch” deployment process for IPT will be completed. When in production, Cisco users will be able to set up complete home offices, with high speed secure data over the Internet (VPN), protected by IOS firewalling and security. The IP Telephony calls will be protected with router-based QoS, keeping it safe from being crowded out by the user’s data streams (although still open to packet dropping and latency problems from the Internet; but so far pilot users are reporting extremely good voice quality with the ECT solution. A further improvement on the ECT solution will bring secure wireless access to the hardware VPN router; DMVPN will support direct peer-to-peer connectivity through the Internet (rather than hubbing back to a Cisco location); and Network Access Control (NAC), which will be implemented first on the ECT system, will protect Cisco’s network from unprotected PCs. Global IP Tel Applications - Cisco IT continues to demonstrate and showcase a variety of IP Telephony applications. Already in the Americas a set of 11 applications is generally available, including CEC Employee News, Calendar and Stock Quotes, and the GTRC Menu IP Phone Service as a reference implementation to the San Jose campus and RTP. In other parts of the world a set of 8 applications is generally available, including Cisco Employee News, a Euro converter, and Calendar. Selected services have been deployed on request (such as a Marketing Campaign service).
- DEPLOYMENT SUMMARY – Unity Servers deployed at 12 CCP sites Cisco has replaced over 160 separate proprietary legacy voicemail systems in 150 sites around the world with Unity systems at 12 regional sites, resulting in an annual savings of several million dollars. Maintaining legacy systems scattered over 160 sites required an expensive leasing and maintenance contract. It is much easier for Cisco IT to maintain a standard server platform in 12 different data centers and server rooms, where systems administrators are already capable and trained to support these servers. Currently 42600 voicemail boxes Web voice messaging enabled today In addition to directly reducing communications costs, Cisco Unity also improves productivity by enabling users to control their voice communications through a Web application. Users can manage messages, quickly scanning them and choosing the ones they want to hear first, using the Unity Inbox. They can also manage voicemail settings, including message notifications, greetings, passwords, and other preferences visually, using the Unity Assistant. On the weekend of September 11-12 2004, the Cisco IT and ECSBU teams successfully deployed Cisco Unity on the San Jose and RTP campuses. 18,500 people were converted to Unity in just under 8 hours. Networked voice messaging during the hybrid period, when Unity and legacy voicemail systems will co-exist on the Cisco network, will be provided by Unity Bridge. =========================================================== BENEFITS – >70% reduction in voicemail systems (reduced 160+ legacy voice mail systems to 30 Cisco Unity server systems) Cisco has replaced over 160 separate proprietary legacy voicemail systems in 150 sites around the world at 12 regaional sites, resulting in an annual savings of several million dollars. Maintaining legacy systems scattered over 160 sites required an expensive leasing and maintenance contract. It is much easier for Cisco IT to maintain a standard server platform in 12 different data centers and server rooms, where systems administrators are already capable and trained to support these servers. Consolidated to 92% fewer locations. Again, Cisco has replaced over 160 separate proprietary legacy voicemail systems in 150 sites around the world at 12 regional sites representing an overall reduction of 92% fewer locations. Users can monitor and manage their voicemail from any IP phone or PC connection. All Cisco users can browse to and log in to their voicemail mailbox from their PC, and view their message summaries and hear their messages from their PCs; in addition, they can continue to use their IP Phones to manage their voicemail mailboxes. It’s helpful to be able to see what messages are coming in on your laptop from any location (using wireless and VPN connections, for example), and select which messages you want to hear. Ability for IT to centrally manage voice mail services globally These Unity servers are supported (hardware and OS) by the current Cisco Operations Control Center, centrally located in San Jose and Bangalore, India. Monitoring, management, and upgrades to the application can be handled by Cisco engineers from any point on the globe. Reduced costs due to user’s ability to reset their voicemail password themselves. Since the migration has completed, Cisco has seen a steady reduction in support cases. The prior number one support case issue was for telephone user interface password resets. With Unity's web client, we allow all our end users to reset their telephone user interface password themselves and thus have significantly reduced this as a source of support cases with Unity. =========================================================== THE FUTURE – (The first step towards Unified Messaging) Cisco Unity—an integral component of the Cisco IP Communications system—is the premier unified communications solution for enterprise-scale organizations and delivers powerful unified messaging (e-mail, voice, and fax messages sent to one inbox) for Lotus Domino and Microsoft Exchange environments, plus intelligent voice messaging (full-featured voice mail providing advanced functionality) for Microsoft Exchange environments to improve communications, boost productivity, and enhance customer service capabilities across the organization.
- Cisco has evolved from completely PSTN first generation call centers where all calls were routed over legacy PBX’s, to next generation contact center environments, where we effectively manage collaboration and e-mail interactions -- as well as voice contact. Globally, we have 17 fully redundant IP Contact Center locations that handle well over 10 million calls a year. IPCC is part of Cisco’s Architecture for Voice Video and Data. The telephone system uses Cisco’s Call Manager, Automatic Call Distribution uses software in Cisco’s Intelligent Contact Manager, queuing of calls is performed by the Interactive Voice Response Unit, call routing rules are accomplished by the Intelligent Contact Manager, reporting capabilities are provided by Cisco’s Webview package and finally, call control is handled by Cisco’s Agent Desktop. Our Technical Assistance Center uses the Cisco Live solution comprising the Cisco Collaboration Server and Cisco Media Blender. The feature sets allow us to decrease repeat call volume by advocating ‘fix on first visit’ and ‘teach the customer approach’. The Collaboration feature set includes: ‘Click to Talk’, ‘Click to Chat’ and ‘Meet Me’ sessions. This allows us to share more information than on a voice call only. As a result, we have achieved a reduction in talk time (from 3 minutes to 2 minutes) and higher customer satisfaction ratings. The benefits of our IPCC solution are numerous. Customers can obtain support via the phone or web, globally, 24/7. As the solution is IP based we can maintain one network and benefit from flexible administration. Through use of Cisco ICM software, Cisco TAC reduced costs by $30,000 per month on tie lines between San Jose and Raleigh and eliminated $19,000 per month spent on carrier routing. In addition, phone transport expenses were dramatically cut.
- Cisco Video Telephony Advantage (CVTA) Deployment Metrics: Tier 1 locations: 50 (all Tier 1 sites activated for VTA) Total users at Tier 1 locations: 33K 6,294 cameras ordered (19% of the eligible VTA users, 39% of all cameras sold) 3,994 users downloaded software from SoftTracker (does not include CCO or CallManager downloads) Many product improvements developed with BU Positive experience, very few cases to GTRC Collaboration and Client Engagements Program: More than 60+ client engagements on process and solution consulting with 30+ custom business solutions ( CCW, eCommunities and survey service engagements )in production has yielded over $2M in Cost Avoidance. The cost savings from these collaborative solutions enabling better business practices were estimated to be $4M (conservative estimate) annually. Some examples of some collaborative engagements WW SE Organization has estimated cost avoidance of about 200K+ by using Global SE awards and DSE recognition solutions and cost savings of about 300K+ annually. WW ASSET Collaboration Dash board is estimated to save about 2 Mil in cost savings by saving SEs time on collaborating on Advanced technology solutions selling. CA Assurance to Quality team has estimated cost avoidance of about 50-80K by leveraging Livelink workflow capability for A2QQ 3.x Cisco solution validation process. Currently about 6 solutions and 3 process consulting engagements in process this quarter with diverse Cisco organizations to yield business value through collaboration services. Business Video Solution: Several new challenges were presented when people started accessing more content online than via instructor-led classes. One of these challenges was how to make the content interesting and engaging enough that the intended audiences would learn and continue to access the content. Another challenge was how to connect a learner directly with the instructor or subject matter expert even if they are not in the same location or the learner is accessing the content several days, weeks, or months after the content was created. The solution to include video and audio as part of the presentation of the various learning content modules. Instructors and subject matter experts presented the information much like they would in a classroom setting and their presentation along with the video and audio of their presentation were then saved in modules known as Video on Demand. These modules were then either linked to specific learning curriculums or made available as separate offerings. Learners could then not only access the text and graphic information but also hear directly from the instructors and authors of the content. These new modules provided additional content detail via the speaker audio content and made the overall presentation more engaging. The effect was very similar to actually being in the classroom or meeting room while the information was being presented. These Video on Demand modules also addressed additional learning styles thus broadening the reach of the prospective audience. Very quickly, other types of information such as executive communications, product introductions, and marketing updates were also prepared and are delivered regularly via Video on Demand modules. These modules not only offer an less expensive alternative to traditional communication solutions but also allow an organization to provide even more communication and learning content with the advantages of clear, consistent, and accessible communications. Av. 123 live broadcasts/qtr Av. 16,000 live viewers/qtr Av. 900 VoDs created/qtr Av. 242,000 internal and external viewers/qtr 5 Studios: San Jose, London, RTP, Singapore, Sydney Numerous self-serve VoD production stations 6 further RMRs, pilot closes late October Readiness Review deploy additional RMRs. Location proposals dependent and based on connectivity availability and construction planning. Converged SIP/SCCP desktop video dial plan and solution. We can put VTA and Tandbergs on the same network and make them both really easy to access from each other. Unified Client: Cisco’s vision to enhance the user experience begins with a unified, rich-media interface for the PC and also includes a robust, intuitive multi-modal voice portal, which can be accessed from mobile phones or PDA devices. The goals is a single interface for communications access and control from either rich media or mobile devices from anywhere, anytime. Intuitive and flexible, Cisco’s unified client will seamlessly combine voice, data and video communications to help workers communicate more efficiently and effectively. This “Unified Client” will leverage all the key technology elements we’ve talked about in this presentation, leveraging presence and personalization with its interface into foundational elements such as rich media collaboration with Cisco MeetingPlace, Messaging with Cisco Unity, and Voice & Video communications with CallManager, Cisco IP phones, Cisco IP Communicator and Cisco VT Advantage. Built on open industry standards, extending capabilities to 3rd party presence, gateways and communication clients & devices are key to providing the customer with a complete end-to-end communication solution that optimizes THEIR SPECIFIC business processes. External Blog Governed by Public Relations: Generate excitement and interest with product launches—AONs will be the first B/U to blog. Opportunity for Cisco leaders to engage in dialogue with customers and community; Government Affairs blog receives 200+hits per day Maintain Cisco’s image as an innovator – blogs are fast becoming a standard tool in the Public Relations toolkit Blogs can help Cisco respond to a specific crisis (e.g. security) in a fast, effective way that encourages conversation, not just reaction Internal Enterprise Wiki: Enable teams to work more quickly, communicate without delays Connect teams and team members Opportunity to encourage standard tools. What wiki users say the benefits are: 93% say wiki provides easier access to information 91% report faster editing and posting of information 84% say it provides a wider knowledge base 77% say it helps to avoid duplication of work 73% say it reduces email communication 68% say it helps them network at Cisco Wikis = Innovation + Increased Efficiencies
- Cisco Video Telephony Advantage (CVTA) Deployment Metrics: Tier 1 locations: 50 (all Tier 1 sites activated for VTA) Total users at Tier 1 locations: 33K 6,294 cameras ordered (19% of the eligible VTA users, 39% of all cameras sold) 3,994 users downloaded software from SoftTracker (does not include CCO or CallManager downloads) Many product improvements developed with BU Positive experience, very few cases to GTRC Collaboration and Client Engagements Program: More than 60+ client engagements on process and solution consulting with 30+ custom business solutions ( CCW, eCommunities and survey service engagements )in production has yielded over $2M in Cost Avoidance. The cost savings from these collaborative solutions enabling better business practices were estimated to be $4M (conservative estimate) annually. Some examples of some collaborative engagements WW SE Organization has estimated cost avoidance of about 200K+ by using Global SE awards and DSE recognition solutions and cost savings of about 300K+ annually. WW ASSET Collaboration Dash board is estimated to save about 2 Mil in cost savings by saving SEs time on collaborating on Advanced technology solutions selling. CA Assurance to Quality team has estimated cost avoidance of about 50-80K by leveraging Livelink workflow capability for A2QQ 3.x Cisco solution validation process. Currently about 6 solutions and 3 process consulting engagements in process this quarter with diverse Cisco organizations to yield business value through collaboration services. Business Video Solution: Several new challenges were presented when people started accessing more content online than via instructor-led classes. One of these challenges was how to make the content interesting and engaging enough that the intended audiences would learn and continue to access the content. Another challenge was how to connect a learner directly with the instructor or subject matter expert even if they are not in the same location or the learner is accessing the content several days, weeks, or months after the content was created. The solution to include video and audio as part of the presentation of the various learning content modules. Instructors and subject matter experts presented the information much like they would in a classroom setting and their presentation along with the video and audio of their presentation were then saved in modules known as Video on Demand. These modules were then either linked to specific learning curriculums or made available as separate offerings. Learners could then not only access the text and graphic information but also hear directly from the instructors and authors of the content. These new modules provided additional content detail via the speaker audio content and made the overall presentation more engaging. The effect was very similar to actually being in the classroom or meeting room while the information was being presented. These Video on Demand modules also addressed additional learning styles thus broadening the reach of the prospective audience. Very quickly, other types of information such as executive communications, product introductions, and marketing updates were also prepared and are delivered regularly via Video on Demand modules. These modules not only offer an less expensive alternative to traditional communication solutions but also allow an organization to provide even more communication and learning content with the advantages of clear, consistent, and accessible communications. Av. 123 live broadcasts/qtr Av. 16,000 live viewers/qtr Av. 900 VoDs created/qtr Av. 242,000 internal and external viewers/qtr 5 Studios: San Jose, London, RTP, Singapore, Sydney Numerous self-serve VoD production stations 6 further RMRs, pilot closes late October Readiness Review deploy additional RMRs. Location proposals dependent and based on connectivity availability and construction planning. Converged SIP/SCCP desktop video dial plan and solution. We can put VTA and Tandbergs on the same network and make them both really easy to access from each other. Unified Client: Cisco’s vision to enhance the user experience begins with a unified, rich-media interface for the PC and also includes a robust, intuitive multi-modal voice portal, which can be accessed from mobile phones or PDA devices. The goals is a single interface for communications access and control from either rich media or mobile devices from anywhere, anytime. Intuitive and flexible, Cisco’s unified client will seamlessly combine voice, data and video communications to help workers communicate more efficiently and effectively. This “Unified Client” will leverage all the key technology elements we’ve talked about in this presentation, leveraging presence and personalization with its interface into foundational elements such as rich media collaboration with Cisco MeetingPlace, Messaging with Cisco Unity, and Voice & Video communications with CallManager, Cisco IP phones, Cisco IP Communicator and Cisco VT Advantage. Built on open industry standards, extending capabilities to 3rd party presence, gateways and communication clients & devices are key to providing the customer with a complete end-to-end communication solution that optimizes THEIR SPECIFIC business processes. External Blog Governed by Public Relations: Generate excitement and interest with product launches—AONs will be the first B/U to blog. Opportunity for Cisco leaders to engage in dialogue with customers and community; Government Affairs blog receives 200+hits per day Maintain Cisco’s image as an innovator – blogs are fast becoming a standard tool in the Public Relations toolkit Blogs can help Cisco respond to a specific crisis (e.g. security) in a fast, effective way that encourages conversation, not just reaction Internal Enterprise Wiki: Enable teams to work more quickly, communicate without delays Connect teams and team members Opportunity to encourage standard tools. What wiki users say the benefits are: 93% say wiki provides easier access to information 91% report faster editing and posting of information 84% say it provides a wider knowledge base 77% say it helps to avoid duplication of work 73% say it reduces email communication 68% say it helps them network at Cisco Wikis = Innovation + Increased Efficiencies