1 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Streamlining...

1© 2005 Cisco Systems, Inc. All rights reserved.Unified Communications Applications

Streamlining Business Process with Cisco Unified Communications

Applications that enable smarter, more effective communications

Joe Burton

Director of Engineering

Unified Communications Business Unit

[email protected]


Communication Complexity

Impacts Business


Meeting the Demand to Stay Connected Innovation Has Created Complexity

15 Attachments!!15 Attachments!!

u there? u there?

Meetings All DayMeetings All Day

20 E-Mails!20 E-Mails!

“Have a Minute?”“Have a Minute?”

5 Voicemails!5 Voicemails!

Information Overload• Too many devices• Anywhere/anytime

Technology Limits• Disparate solutions• Disparate access


…Results in Delays and

Missed Deadlines

…Unable to Reach

Coworkers on First

Try…

…Have to Use Multiple

Methods of Reaching

Coworkers…

Communication Devices and Apps

Proliferating…

EmployeesIncreasingly Mobile…

Daily 52%

Daily 36%

Monthly 22%

6.4 Types of Devices

27% Traveling 1X Month Avg.

Source: Sage Research

Innovation Has Created Complexity


“How frequently does a project get delayed due to difficulty in reaching key

decision-makers when needed?”

It occurs a few times per

quarter: 51%

It occurs on a regular

basis (i.e., weekly or

daily): 27%

It seldom occurs: 19% It is not an

issue: 3%

It causes some

slowdown: 63%

It causes work to halt until the key

decision maker

becomes involved:

27%

We can generallywork around the

issue: 12%

“What is the impact on the business when workgroups experience delays in reaching key decision-makers for critical issues?”

Base: 67 North American IT decision-makersSource: Forrester’s March 2005 Next-Generation Communications Study

Ineffective Communications Delays Projects & Slows Down Work


What Businesses Really Want: A More Effective Way

Information Control• Where I am• When I want

Technology Solutions• Devices that work together• Simple access to services


43

21

Streamline and integrate communications more closely with business processes

Reach the right resource the first time

Using the reach and intelligence of the network to deliver presence and preference information

Connecting people to people instead of devices to devices

Value of More Effective Communications


Presence and Productivity


Unified Communications Example with Presence

Speed Decision-Making and Streamline Business

Immediate web, video and audio

Agreement viewed by all parties

Acct Rep call customer provides info and

receives order

Account Rep answers with cell

phone

Customer calls acct rep with a question before placing an

order

Uses Presence to Locate production

manager


The Three Stages of AllPresence Information

• Value increases with the number of actors

• Challenge is to connect them all – an Intelligent Information Network is required

Publish Collect Consume

Keyboards

Phones

Wireless AP

Motion Sensors

Network

Storage

Aggregation

Policy

Privacy

Synchronization

Desktop Apps

PBX

Calendar

Collaboration

Phone


PartnerApps

Cisco Unity Connection

Cisco Unified CallManager

Cisco UnifiedCallManager

ExpressCisco Unified

Contact Center

Cisco UnifiedMeetingPlace

Express

Connecting Users With Applications Eliminating Human Middleware

Presence/

SIP

Network

SIP

SIMPLE

Cisco Unified Presence Server

Mobile Data with Voice

Mobile Phone with Browser

IP Phone with Browser

Soft phone Dual Mode Phone

Traditional Phone

…to intelligent services in the network…

Effectively connecting devices…


Presence “In Action” inCisco Unified CallManager 5.0

Bryan Makes A Call

Cisco Unified CallManager 5.0

Greg Is monitoring Bryan’s Status

Bryan’s Status Is advertised to a Presence Network

Off-hook

Line

569

7 is

Bus

y

Presence Network


Presence—BLF Speed-Dial Buttons

• LED lamp and icon indicate busy / idle / unknown state

• CallManager groups used for restricting access, BLF option provisioned by Cisco CallManager admin

• Alerting state and call pickup not available, provided in future release

Busy/AvailablePresence Indicator


Presence—BLF Call HistoryLogs and Directory

• BLF-enabled call logs and directory allow users to check line state of others before placing calls

• CallManager groups used for restricting access

• Cisco IP Phone Messenger and Cisco IP Manager Assistant applications include additional presence features

Busy / Idle / UnknownPresence Indicator


CISCO SOLUTION –

Cisco Unified Communications Applications

A More Effective Way to Communicate


Cisco Unified Communications Applications

• Unified Communications Clients

Powerful productivity tools

• Presence & Mobility Applications

Intelligence with mobile productivity

• Messaging

Improving employee productivity & customer satisfaction

• Conferencing for Collaboration

Making remote meetings as natural as face-to- face interactions

• Cisco Managed Solutions

Deployment flexibility


Cisco Unified Communication Clients

Telephony focused Rich Media/ Unified Interface

Cisco IP Communicator

Cisco IP Communicator + Cisco Unified

Video Advantage

Cisco Unified Personal

Communicator


Cisco Unified Communication Clients

Easy to use

Expanded receiving call capabilities

Expanded dialing capabilities

Support for Cisco Unified Video Advantage 2.0

Easy to manage

Cisco IP Communicator

Centralized configuration, call control & management

Cisco IP Communicator 2.0 for mobile video telephony

Enhanced user interface

Cisco Unified Video Advantage


New Unified Communications Desktop Client

Cisco Unity Connection 1.1Intelligent Voice

Messaging

Cisco Unified CallManager 5.0

IP Communications System

Powerful productivity tools in a single, easy-to-use desktop software application


Presence State, Services

Cisco Unified MeetingPlace Express

Web Conferencing


New Unified Communications Desktop Client

Cisco Unified Personal Communicator

• Intuitive User Interface

• Presence-enabled

• Call, Collaborate, Escalate

• Desktop Video Calling


Challenge: 200,000 members, 41 branches in 4 states

Make associates and members feel “like family”

Improve training, communications, service & reduce costs

Solution: Cisco Unified Videoconferencing, Cisco Unified Video Advantage, and Cisco IP Video Surveillance

Results: Improved relationship building between HQ/branches

Serve customers more quickly, speed decision making

Virtualize subject matter experts from corporate to branches

Saved 7-10K per training

Video has “become part of our culture”


Presence & Mobility Applications

Intelligent communications with mobile productivity



• Provides enhanced user-based Presence capabilities

Acts as the infrastructure for Cisco Unified Personal Communicator and Cisco IP Phone Messenger

• Enables rapid Presence application development

Masks the intricacies of Presence and data collection from the Presence applications

• Supports standards to facilitate greater application functionality and choice

Supports both Cisco enterprise products and SIP/SIMPLE networks to provide rich Presence services


Cisco IP Phone Messenger

• Cisco Unified IP Phone users (with Cisco Unified CallManager v5.0 or later) can see the on/off hook states of other users’ IP phones

• Users can send or reply to messages from their Cisco UnifiedIP Phones using predefined templates or composing text messages

• Users can call back IM senders by hitting one button

• Implements presence enabled contact list on the phone

• Will support future integration with other IM clients and presence sources


Wireless/Wireline Convergence

• New category of mobile phone devices

• Supports both cellular (GSM) and Wi-Fi radios

• Used for both data and voice applications

What is it?

Benefits

• User productivity -- uninterrupted access via a single device

• Centralized control of mobile costs

• Lowered costs and increased security by using enterprise network from mobile device


Cisco Mobile ConnectSingle Business Number Reach

• Replicates desktop IP phone calls on up to four other clients

Cell phone, home office phone

• Seamlessly pass calls between devices, inside and outside of the office

• Easy to turn on and off (via Web or IVR interface)

• Supported on Cisco Unified CallManager 4.x+


MESSAGING Improving employee productivity &

customer satisfaction


Benefits of Unified Messaging

Increase Employee Productivity • One-stop Message access (voice, email & fax)• Personalized and device independent• Flexibility: choice of device and location for calls

Increase Customer Satisfaction • Increases speed and quality of customer response• Flexible communication flow with media choices

Leverage Investment to Reduce Costs• Leverage current groupware investment• Interoperability with traditional TDM/PBXs• Global and scalable messaging solution


Messaging Choices

Product UsersMessaging

Type Platform

TDM PBX

Integr.Net-

workingRedun-dancy

Cisco Unity Express

Less than 250

Voice Mail & Integrated Messaging

Router Based

No Yes No

Cisco Unity Connection

Up to 1500 Voice Mail &Integrated Messaging

Server Based

Yes No No

Cisco Unity 7,500 per server

Voice Mail,Integrated

Messaging &Unified

Messaging

Server Based

Yes Yes Yes


RICH MEDIA CONFERENCING Makes remote meetings as natural & effective as face-to-face

interactions


Cisco Conferencing SolutionsImprove Productivity and Reduce Costs

Personal Productivity -- Saving TimeSimple to setup, attend & manage virtual meetings

Effective conferencing – whenever & wherever

Streamline Business ProcessesAccelerate projects, speed decisions

Improve sales & support effectiveness

Further Improve Return on InvestmentSignificant percentage of IP Communications TCO reduction


Conferencing Choices

New

• Integrated Voice, Web & Video conferencing• Scalable for global deployments• Advanced meeting mgmt• Advanced Web conf• Outlook and Notes integration• Recordings (voice + Web)• IP Phone integration• Additional localizations• Managed Solution options

• Integrated Voice, Web & Video conferencing• Scalable for global deployments• Advanced meeting mgmt• Advanced Web conf• Outlook and Notes integration• Recordings (voice + Web)• IP Phone integration• Additional localizations• Managed Solution options

Voice onlyCallManager only

Voice onlyCallManager only

Capabilities

En

terp

ris

eC

om

me

rcia

l

Cisco UnifiedMeetingPlace

Cisco Conference Connection

“Simple voice conferencing for mid-sized organizations

”

• Voice & Web conf• Meeting management• IP Phone integration

• Localizations• Recordings (voice)

• Voice & Web conf• Meeting management• IP Phone integration

• Localizations• Recordings (voice)

Cisco Unified MeetingPlace

Express

Cisco Unified Video-

conferencing


Cisco Unified MeetingPlaceFully Integrated Voice, Web & Video Conferencing

• Fully integrated with Outlook, Notes, email, directory services, IP Phones

• Accelerate projects, speed decisions & sales support

• Deployed on-network for cost savings, application integration and security

• Scalable to thousands of concurrent users

2004 Results


Cisco Unified MeetingPlace Express

• Simple, powerful functionality

Extensive voice conferencing capabilities

Control meetings and share content from Web

Simple setup and attend from Web and phone

• Simple to deploy and manage

Single-server, Linux-based software

Install in ~one hour

• Ideal for mid-sized organizations

20 - 120 concurrent users

• Additional language support H2CY06

NEWVoice and Web Conferencing Solution


Case Study: NCR Corporation

• Solution:

Cisco Unified MeetingPlace

Cisco Unity unified messaging

• Benefit:

Multi-million dollar annual savings

Savings from elimination of third-party fees

Streamlined set-up of virtual meetings

Greater customer service flexibility

• Challenge:

Costly proprietary architecture

Expensive, complex conferencing solution


CISCO MANAGED SOLUTIONS

Deployment flexibility based on your business needs


Addressing Challenges Faced by IT Conferencing Decision Makers

• Delivering high quality 7x24 end-user support

• Maintaining sufficient conferencing capacity, without being bound by capital constraints

• Rolling out latest product functionality

• Managing more with flat or decreasing headcount

• Defining / executing IP convergence strategy


Deployment Flexibility & Choice with Cisco Unified MeetingPlace

En

terp

ris

eM

id-M

ark

et

Glo

bal

Cisco Unified MeetingPlace:Managed Service

Cisco Unified MeetingPlace:CPE/Customer-owned or Managed

Cisco Unified MeetingPlace Express:CPE/Customer-owned


SolutionOn-premises IP-based audio conferencing and centralized call

control with Cisco IP Communicator

3,000 Cisco Unified MeetingPlace ports in US, UK, Australia via Cisco Managed Services

BenefitsSimplicity Globally consistent interface

Security More secure than off-network hosted service

Savings Over $1 million in 1st quarterOver $8 million per year

“Oracle had already invested in IP telephony, so it made good business sense … by running conferencing traffic over our internal network, we would significantly reduce the domestic and international toll charges”

Randy Cook, Director of Global Voice


In Summary, Cisco Unified Communications will help to…

Boost productivity through solutions that enable smarter, more effective communications

Streamline business processes to transform your business

Achieve better value from existing resources and applications

Manage your costs more effectively


Date post:	24-Dec-2015
Category:	Documents
Upload:	leona-morgan
View:	218 times
Download:	0 times

1 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Streamlining...

Documents