Presentation ID - Cisco€¦ · IT investments, such as CRM ... • Less travel for IT and end...

111© 2001, Cisco Systems, Inc. All rights reserved.Presentation_ID

2© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC

Unified CommunicationsCisco Unity, Personal Assistant &

IP Phone Messenger


Agenda

• Enterprise Productivity Issues &Drivers

• Business Benefits & Customers

• Cisco Unified Communications

• Value Proposition/Key Benefits

• Cisco Unity

• Migrating to IP Communications

• Beyond Messaging…

• Summary


IP Communications System—OptimizesBusiness Communications

IPTelephony

IPTelephony

VoiceInfrastructure

VoiceInfrastructure

IPVideo/Audioconferencing

IPVideo/Audioconferencing

ContactCenter

ContactCenter

Unified Communications

Unified Communications

u Leverage CiscoArchitecture for Voice,Video and IntegratedData (AVVID): anenterprise wide, open,standards basedarchitecture

u Deliver cost effective,reliable systems thatscale with theorganizations needs

u Maximizeproductivityand enhancecustomerservice

u Leverage thedata networkinvestment

Cisco AVVID

IP Communications


Today’s Productivity Issues andDrivers

• In today’s economy, CEOs focused on driving higherprofit, cash flow, and revenue per employee

• Rising customer service expectations; effective andtimely customer interactions are more important than ever

• Employees face more ways to communicate andincreased volume of communication through multiplepoints of interaction

• Growth in the number of telecommuters, as well as mobileor geographically dispersed workers

• Organizations need to get maximum value from otherIT investments, such as CRM

• True impact of productivity is at early stages


Progressive Productivity—Business Benefits Increase over Time

•• Less premisesLess premisescabling andcabling andequipment to install,equipment to install,managemanage

•• Increased use ofIncreased use ofbasic features savesbasic features savesend-user, IT staff timeend-user, IT staff time

•• Less impact fromLess impact fromdisaster recoverydisaster recoverysituationssituations

•• Faster moves, adds,Faster moves, adds,changeschanges

•• Less travel for IT andLess travel for IT andend usersend users

•• Improved mobile andImproved mobile andtelecommuter workertelecommuter workerproductivityproductivity

•• Even further use ofEven further use ofadvanced featuresadvanced featuressaves end-user timesaves end-user time

•• Access in previouslyAccess in previouslyinaccessible placesinaccessible places

•• ExpandedExpandedtelecommutertelecommuterbenefitsbenefits

•• Any-to-any accessAny-to-any accessbenefitsbenefits

•• Unified messagingUnified messagingbenefitsbenefits

•• Voice-integratedVoice-integratedapplications benefitsapplications benefits

•• VideoconferencingVideoconferencingbenefitsbenefits

•• Expanded AudioExpanded AudioConferencingConferencingcollaborationcollaboration

Initial BenefitsInitial BenefitsReducing CostReducing Cost

Expanded Benefits Expanded BenefitsImproving Business ProductivityImproving Business Productivity

Bu

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Cisco IP Communications Customers


IP Communications Applications Leverage the Benefitsof IP Telephony Infrastructures to Provide Flexibility

Impact Key Initiatives, Business Processes, and Business Results

IP Communications Applications

• Empower employees

• Competitive advantage

• Customer satisfaction

• Employee satisfaction

• Revenue generation

• Cost controls/reductions


Single message storefor voice, fax ande-mail messages


IntelligentMobileCommunications


Cisco Vision forUnified Communications

IP VoiceMailIP VoiceMail

Unified MessagingUnified Messaging

Personalized ProductivityManagement


Bu

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ess

Infr

astr

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ure

Solutions

•IP PhoneProductivity Apps

•Calendar•Vmail/Email•InstantMessaging



•Personalized callrouting rules•Personalized callrouting rules

•Speech recognition access•Speech recognition access

•Intelligent VoicePortal•Intelligent VoicePortal

•Multi-modalapplicationaccess viamobiledevices



Benefits of Cisco IP Communications

Customer SatisfactionCustomer Satisfaction• Increases speed and quality of responses

to all types of communication

• Streamline communications with speechenabled access to voice mail and contacts

Growth-OrientedGrowth-Oriented• Scalable growth

• Business resiliency through redundancy

• Global solution

Employee ProductivityEmployee Productivity• Message access anywhere, any way, anytime• Unify how & where you receive calls• Powerful collaboration & applications on IP Phones

Cost ReductionsCost Reductions• Moves/adds/changes are simpler and faster

• Single infrastructure to manage and maintain

• Single transport infrastructure for all media:Data/voice/video


Independent Industry Analyst Study

q Studied desk-bound employees, top levelexecutives, and mobile sales professionals

q Identified approximately 30 minutes of dailyproductivity gain per subscriber

q Reduced administrative costs by 70% per yearCompared to the cost of managing three messaging systemsfor voice mail, fax, and email

q Reduced annual messaging TCO by up to$500/user

*Radicati Group Report, February 1999


Why Architecture is Important:Integrated vs. Unified


Integrated Architecture Provides

• Separate message stores

• Separate directories

• Proprietary database

• Client synchronization

• Examples include…IMIA - Internet Messagingfor Intuity Audix, Captaris CallXpress

Legacy VM w/ voice message

store on box

Email Server(s)w/ email/fax

message storeon box

+Single inbox for client - Points to separate message stores- MWI relies on synch schedule between stores

Message store synchronization


Unified Architecture Provides

• One email/voice message store

• One email/voice directory

• MWI relies on synch schedulebetween stores

• Native Exchange or Domino ClientUnity UM Email Server(s)w/ email, fax, & voice

message storeon box

Voice messages are put in the email server

One Inbox – Can be Lotus Domino/Notes or Microsoft Exchange/Outlook


Cisco Unity 3.X/4.01 Unified Architecturewith MS Exchange Message Store

Windows 2000

MicrosoftExchange 5.5

ConnectorDirectory and

Message Store

CiscoUnity 3.X/4.0 for

Exchange

WAV TSP

VoiceBoards

PC Hardware

Conversation

TelephoneSwitch

Cisco CallManager

Active DirectoryConnector

Exchange 2000Message Store

Microsoft Internet Explorer 5.5

or higher

Microsoft Internet Information

Server (IIS)

Cisco Unity Administrator

Microsoft SQL2000/MSDE


Cisco Unity 4.01 Unified Architecturewith Domino Message Store

Windows 2000

DUCS Coreservices for

Messaging andDirectory

Cisco Unity 4.0 forDomino

WAV TSP

VoiceBoards

PC Hardware

Conversation

TelephoneSwitch

Cisco CallManager

DUCS Notificationservices

Microsoft Internet Explorer 5.5

or higher

Microsoft Internet Information

Server (IIS)

Cisco Unity Administrator

NotifyMonitor

Microsoft SQL2000/MSDE


Conclusion

• A True Unified Architecture

Leverages your existing infrastructure

Provides true enterprise scalability

Provides enterprise reliability, availability andserviceability (RAS)

Built on open standards


Enterprise ProductivityApplications


Cisco Unity Unified Messaging• Full Unified Messaging (UM)• Supports Cisco CallManager and/or

leading traditional PBX integrations• Compatible with MS Exchange 5.5 & 2000

Lotus Notes/Domino• Digital Networking supported

Cisco Unity Voice Messaging• IP Voice Messaging• Visual Messaging Interface Option• Upgradeable to Unity UM• Supports Cisco CallManager and/or

leading traditional PBX integrations• Digital Networking supported

Cisco UnityCommunication Solutions


IP Communications ApplicationsCisco Unity 4.0

• Seamlessly integrates with Microsoft Exchange ANDLotus Domino/Notes

• Enterprise scalabilitySupports 72 ports,7,500 UM users per server250,000 users in anetworked Unity environment

• Extensive systeminteroperability

Voicemail: VPIM, AMIS &Unity BridgeCommunications: SIP support

• Proven TCO featuresMultiple Directory Handlers - support for branch offices fromcentralized Unity system, allowing multiple views of directory

Improved!Improved!


IP Communications ApplicationsCisco Unity 4.0

• Cisco PersonalCommunications Assistant

• FlexLM Software Licensing –no more hardware dongles

Improved!Improved!

• VMI/VisualMessaging Interfacefor VM users w/SMTP notification

• Live Reply & FlexStack productivityfeatures


Cisco Unity—Business Resiliency

• UMR Cisco Unity Message Repository

Pre-MTA message queue when e-mail system ornetwork is offline

Cisco Unity takes voice mail messages and users canretrieve

• Failover provides service if unified messagingserver fails

Compose voice messages from your Outlook clientwhen unified messaging is off-line


Migrating to IP Communications

Cisco Unity as a PowerfulMigration Tool


Cisco Unity: A Powerful Migration Tool

Cisco UnityServer

CallManager

PSTN

TDM PBX

Analog Lines

IP SCCP(Skinny)

Legacy Phone

IP Phones

Workstation with Microsoft Outlook

T-1 line

Microsoft Exchange message store

SMDI Link

3600 Router

Dual Switch Integration•Allows for seamless deployment and migration of users from onesystem to another at the customer’s pace•Protects existing TDM PBX investment during transition to IP


Cisco Unity: Message Interoperability

Cisco UnityServer

CallManager

PSTN

TDM PBX

Analog Lines

IP SCCP(Skinny)

Legacy Phone

IP Phones

Workstation with Microsoft Outlook

T-1 line

Microsoft Exchange message store

SMDI Link

Traditional TDM voice mail system

AMISconnection, viaanalog lines

3600 Router

Dual Switch Integration PLUSMessage Interchange (AMIS, Bridge, or VPIM)

Cisco UnityBridge Server

Analog Octel Networking


• Cisco Unity AMISSimultaneous transfer of messages between Cisco Unity andother messaging systems supporting AMIS

Cisco Unity AMIS supports Octel 100, 250, 350, Intuity, NorTelMeridian Mail, Siemens PhoneMail, Centigram

Subscriber-to-subscriber messaging for seamless deployment

• Cisco Unity BridgeSimultaneous transfer of messages between Cisco Unity andother messaging systems supporting Octel Analog Networking

Analog integration to Octel 100, 200/300, 250/350 with Unity3.1(3)

Subscriber-to-subscriber messaging PLUS advancedmessaging features such as “reply to message” with a singletouchtone key

Cisco Unity: Message Interoperability


Message Interoperability with VPIM

• Voice Profile for Internet Mail

Available with Unity 4.0(1)

Voice enabled SMTP message, sent as an email

• Interoperability with disparate systems

Nortel Meridian Mail via Meridian Mail Net Gateway,Nortel CallPilot, Mitel/Baypoint NuPoint Messenger

In Process – support for Avaya Intuity Interchange

• Efficient use of resources

• Immediate Message Delivery

• Easy to Administer


Call Pilot Meridian Mail

IVC

Cisco Unity Bellevue Server

Cisco Unity Dallas Server

VPIM Message

Over SMTP

Networked Unity

Mail Net Gateway

VPIM enabled

VPIM Message Flow


Cisco Unity Migration Summary

• Technology doesn’t dictate your migrationstrategy

• Cisco empowers you to intelligently plan yourmigration strategy


Beyond Messaging…






Cisco Vision forUnified Communications

IP VoiceMailIP VoiceMail

Unified MessagingUnified Messaging



Bu

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Infr

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ure

Solutions





•Personalized callrouting rules•Personalized callrouting rules

•Speech recognition access•Speech recognition access

•Intelligent VoicePortal•Intelligent VoicePortal




Cisco Personal Assistant 1.3Application

Revolutionize communicationswith personal call rules, speech recognition,

and IP Phone Productivity Services

Interoperates with the Cisco CallManager and Cisco Unity


Cisco Personal Assistant 1.3

Personalize connection management

• Increase productivity in the office, on the road

• Improve customer access to all employees

• Save time with speech enabledaccess to corporate directory,Microsoft Exchange contact lists,and Cisco Unity voice messaging

• Prevent missed calls withpersonal call routing rules

• Access calendar and e-mail fromany IP phone display (MicrosoftExchange integration)

IP Network

CiscoUnity

Cisco CallManager

Cisco Personal Assistant

Available in NA English, UK English, French, French Canadian & German


Cisco Personal Assistant 1.3Enhanced Productivity

• Route calls by user-defined rules– Time of day

– Calendar

– Who the caller is

• Forward calls to user-defined phone numbers– Single number

– Series of numbers (i.e., office, mobile, or home)

– Follow me (forward all calls now)

• Screen calls– Select which calls to accept in real time


Cisco Personal Assistant 1.3Speech Recognition Examples

Dial Personal Assistant from youroffice, SAY “Call Mary Lane”

Dial Personal Assistant from youroffice, SAY “Call Mary Lane”

Browse your Unity voice mail with voicecommands, SAY “Retrieve messages.”Browse your Unity voice mail with voicecommands, SAY “Retrieve messages.”

Dial Personal Assistant from yourcar, SAY “Conference Project Team”

Dial Personal Assistant from yourcar, SAY “Conference Project Team”

Dial Personal Assistant from analternate office, SAY “Follow Me” andall calls will forward to that number.

Dial Personal Assistant from analternate office, SAY “Follow Me” andall calls will forward to that number.

Dial Personal Assistant from youroffice, SAY “Conference John

Smith” and add additional names

Dial Personal Assistant from youroffice, SAY “Conference John

Smith” and add additional names


Cisco Personal Assistant 1.3IP Phone Productivity Services

• Log in to any IP Phone*in CallManager clusterfor access

• From any desk, co-worker’s office,conference room, orlobby phone

*Cisco IP Phone models 7940 and 7960


Cisco Personal Assistant 1.3CalendarView

• Views appointments by day or week

• Receive appointment reminders on phonedisplay or pager


Cisco Personal Assistant 1.3More IP Phone Productivity Services

ContactsSynchronization

Synchronize personaladdress book withexisting contact lists

MailViewAccess e-mail and CiscoUnity voice mail from anyIP Phone in the cluster

Rule-set ActivatorFor call routing rules


IP Communications ApplicationsCisco IP Phone Messenger 1.1

A powerful collaboration tool to provide seamlesscommunications for enhanced employee productivity

•• Users receive instantUsers receive instantmessages on the display ofmessages on the display oftheir Cisco IP Phone while tiedtheir Cisco IP Phone while tiedup on a phone callup on a phone call

•• Ability to respond withAbility to respond withsuccinct, canned replies fromsuccinct, canned replies fromthe display of their IP Phonethe display of their IP Phone

•• Compelling collaborationCompelling collaborationapplication only available withapplication only available withnew world IP Communicationsnew world IP Communicationsfrom Ciscofrom Cisco

Available Q1CY03


Global Productivity Solutions

Language support forCisco Unity* and Cisco Personal Assistant^

French Canadian^US English*^

Dutch*French*^

German*^ Italian*

Norwegian*Swedish*

Spain Spanish*UK English*^

Colombian Spanish*

Chinese*Japanese*

Australian English* New Zealand English*

Now Available


Summary:Cisco IP Communication Solutions

• Enterprise Productivity ApplicationsEnabling a highly-effective, collaborative work environment

Improves the way organizations interact with employees,partners, and customers.

• Cisco IP Communication SolutionsDelivering new levels of scalability and interoperability

Allowing companies to provide more productivityapplications to more employees

• Solutions that significantly impact the waycompanies conduct business

424242© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC 424242

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Presentation ID - Cisco€¦ · IT investments, such as CRM ... • Less travel for IT and end...

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