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111© 2002, Cisco Systems, Inc. All rights reserved.
E_ESE036114_08_2002_X
2© 2002, Cisco Systems, Inc. All rights reserved.
3362_07_2002_c6
Il Contact Center Evoluto come strumento nello sviluppo della
E-society
Sergio Gianotti Direttore Tecnico – Public Sector
Sgianott@cisco.com
333© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6
Cisco Systems: Worldwide Leader in Networking for the Internet
Cisco Products Power the Internet
Cisco Products Power the Internet
Cisco Runs Its Business on the Internet
Cisco Runs Its Business on the Internet
444© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6
History of Cisco Systems
19841984 19861986 19901990 19941994 19981998
End-to-End Solutions Provider
End-to-End Solutions Provider
Started at
Stanford
Started at
Stanford
Shipped First
Router
Shipped First
Router
IPOAdjusted
6¢ per Share
IPOAdjusted
6¢ per Share
Cisco Routers Power the
Internet
LAN Switching,
Remote Access,
WAN Switching
Cisco Routers Power the
Internet
LAN Switching,
Remote Access,
WAN Switching
#1 Communications Equipment
Supplier
$18.9 BillionRevenue
VoiceVideo
Optical Wireless
35,000 Employees
#1 Communications Equipment
Supplier
$18.9 BillionRevenue
VoiceVideo
Optical Wireless
35,000 Employees
20022002
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Cisco Employees
• 35,000 employees
• 13,300 in R&D
• 15,300 supporting customers
• Located in 67 countries
• Most are Cisco shareholders
• Compensation tied to customer satisfaction
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Cisco Priorities
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Today: Four Separate Networks
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Convergence:Voice, Video, and Storage Move to IP
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Cisco Products
• Industry’s broadest product line
• Leadership products in each category
• R&D = 17% of revenue
• Enables end-to-end network services
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Giving Back
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Cisco Networking Academies
• Preparing studentsfor the 21st-Century workplace
• Over 263,000 students enrolled
• Over 9806 academies
• 145 countries
• 50 states
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The Europe 2002 action plan
• Obiettivo: rendere il mercato europeo il più competitivo ed avanzato sulla scena mondiale
• Creazione ed offerta di servizi di livello elevato attraverso il confronto (benchmarking) delle iniziative in atto e pianficate
• Risoluzione delle problematiche di natura legale presenti nei singoli paesi
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Need to Improve Government Productivity
Redundancies in Bureaucracies
Politicians Recognize
Opportunity
StreamlineOperations
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The Europe 2002 action plan
• Servizi orientati al Cittadino / Business.
“single interface to government”.
I servizi debbono riflettere le esigenze dell’end-user
Self-service – aperto 24 ore.
Services delivery independente dal luogo e dal’ora.
• Cooperazione governativa.
I Government databases sono risorse condivise.
Limitare la richiesta al cittadino di dati già presenti
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The Europe 2002 action plan
• Servizi basati sulle tecnologie Internet:
IP Networking.
WWW technology per un accesso facile e flessible alle informazioni.
Web-based application per servizi interattivi on-line.
Organizzazione delle strutture dati basate sullo standard emergente XML per lo scambio di dati fra le differenti organizzazioni.
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The European Challenge - Organisation (80%)!
• Re-engineering dei processi di Business ed interazione A2A, A2B, A2C
Impatti della legislazione sull’e-government
• Sviluppo di una strategia di e-Government a livello Europeo.
Visione centralizzata ed applicazione locale
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The European Challenge - Technology (20%)!
• Servizi di rete al livello IP efficienti.
• Architettura comune in modo da assicurare lo sviluppo rapido dei nuovi servizi.
• Common security framework: criptografica e PKI.
• XML data structure a livello europeo per “European data”.
• Shared European Information Services.
181818© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6
Procurement
Fragmented Communications
Contact Centre
Revenues and
BenefitsSocial
Services
Face to Face
FaxTraditional (Mail/Print)
Web/E-MailTelephone/Voicemail
Housing
Business Challenges
• Fragmented citizen interaction
• Incompatible technology platforms
• Limited interoperability between business functions
• Inefficient business processes
• High cost of delivering services
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0
400.000
800.000
1.200.000
2000 2001 2002 2003 2004 2005
Traditional Systems
IPSystems
Systems Shipped Western Europe
Nov 2001
Gartner’s Forecast for PBX/IP Telephony
TraditionalSystems
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Aggregate View on Drivers
To drive cost savings (easier infrastructure mgmt.)
To drive revenues
To enable additional application capabilities
Other
Source: The META Group Multi-Client Study 2000/01
Convergence—Key Drivers
• Cost savings are seen as the primary short-term reason to converge voice, data and video
• Creating new revenue streams and deploying new applications that can increase productivity or enhance customer care are seen as significant, but longer term benefits of convergence
0%
20%
40%
60%
1st 2nd 3rd