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i

Cisco Unified Communications Portfolio

Elevator Pitch ..............................................................2

Solution Selling Trigger Questions..........2

Cisco Unified Communications Managerand IP Phones

Elevator Pitch ..............................................................4

Benefits............................................................................4

Trigger Questions ...................................................4

Cisco Unified IP Endpoints.............................5

Where It Fits .................................................................6

Cisco Unified Communications ManagerExpress and Unity Express

Elevator Pitch ..............................................................8

Benefits............................................................................8

Trigger Questions ...................................................8

Where It Fits .................................................................9

Cisco Unified SRST

Elevator Pitch...........................................................12

Benefits.........................................................................12

Trigger Questions ................................................12

Where It Fits..............................................................13

Cisco Unified Communications 500Series for Small Business

Elevator Pitch...........................................................16

Benefits.........................................................................16


Where It Fits..............................................................17

Cisco Unified Presence

Elevator Pitch...........................................................20

Benefits.........................................................................20


Where It Fits..............................................................21

Cisco Unified Personal Communicator

Elevator Pitch...........................................................24

Benefits.........................................................................24


Where It Fits..............................................................25

Cisco IP Communicator

Elevator Pitch...........................................................28

Benefits.........................................................................28


Where It Fits..............................................................29

Cisco Unified Video Advantage

Elevator Pitch...........................................................32

Benefits.........................................................................32


Where It Fits..............................................................33

Cisco Unity Connection

Elevator Pitch...........................................................36

Benefits.........................................................................36


Where It Fits..............................................................37

Cisco Unity Messaging

Elevator Pitch...........................................................40

Benefits.........................................................................40


Where It Fits..............................................................41

Cisco Unified MeetingPlace

Elevator Pitch...........................................................44

Benefits.........................................................................44


Where It Fits..............................................................45

Table of Contents

Cisco Unified MeetingPlace Expressand Cisco Unified MeetingPlaceExpress VT

Elevator Pitch...........................................................48

Benefits.........................................................................48


Where It Fits..............................................................49

Cisco Unified Videoconferencing

Elevator Pitch...........................................................52

Benefits.........................................................................52


Where It Fits..............................................................53

Cisco Unified Mobility

Elevator Pitch...........................................................56

Benefits.........................................................................56


Where It Fits..............................................................57

Cisco Unified Application Environment

Elevator Pitch...........................................................60

Benefits.........................................................................60


Where It Fits..............................................................61

Cisco Unified CallConnector Mobility

Elevator Pitch...........................................................64

Benefits.........................................................................64


Where It Fits..............................................................65

Cisco Unified CallConnector forMicrosoft Office

Elevator Pitch...........................................................68

Benefits.........................................................................68


Where It Fits..............................................................69

Cisco Unified CallConnector forMicrosoft Dynamics CRM

Elevator Pitch...........................................................72

Benefits.........................................................................72


Cisco Unified CallConnector forSalesforce.com

Elevator Pitch...........................................................76

Benefits.........................................................................76


Cisco Unified Contact Center Express

Elevator Pitch...........................................................78

Benefits.........................................................................78


Cisco Unified Contact CenterEnterprise

Elevator Pitch...........................................................82

Benefits.........................................................................82


Where It Fits..............................................................83

Cisco UnifiedCommunicationsPortfolio

Elevator Pitch

Cisco® Unified Communications delivers more effective business communications by

eliminating complexity and allowing customers, partners, and colleagues to reach the

right resource at the right time.

Cisco Unified Communications enables rich and varied ways of sharing information

that speeds decision-making and streamlines business processes. Cisco’s innovative

and collaborative systems approach to security, connectivity, and communications

enables customers to grow and optimize their business through an open but secure

platform.

Solution Selling Trigger Questions

• Do you have a communications strategy that improves operational efficiency,

increases employee productivity, and reduces costs using integrated voice, video,

and data?

• Do you know your communications expenses?

• Do you have a flexible communications strategy that allows for easy/seamless

changes in growth, mobility, and relocation?

• Does your communications strategy align with your networking strategy?

• Do you have a business continuance/disaster recovery strategy in order to ensure

reliability of your voice, video, and data communications?

• Does your existing networking infrastructure provide investment protection by sup-

porting your long-term communications strategy?

• Does your communications strategy incorporate your sales and customer relation-

ship management (CRM) applications?

• Is it important to improve customer service responsiveness?

2

Cisco UnifiedCommunicationsManager and IPPhones

Elevator Pitch

Cisco Unified Communications Manager uses the power of the network to deliver

voice and video communications for businesses as small as 100 users and as large as

30,000 users. Cisco Unified Communications Manager and the comprehensive portfo-

lio of Cisco Unified IP Phones provide secure, reliable, scalable communications using

a business’ LAN and WAN. Cisco Unified Communications Manager works on a global,

companywide basis, replacing site-based PBX systems.

With more than 10 million Cisco Unified IP Phones installed and more than 150 cus-

tomers deploying more than 5000 phones, Cisco is the experienced leader in net-

work-based voice and video communications.

Benefits

• Secure, resilient business communications use the power of the network

• Standards-based architecture enables business-specific applications

• Flexible deployment models provide the same capabilities for all users: remote,

branch, headquarters, and mobile employees

• Uses and protects existing Cisco infrastructure investment

• Scalable solution provides growth for business expansion and change

Trigger Questions

• Do you have a PBX that can extend across your entire organization, globally?

• Does your current PBX allow you to move, grow, and incorporate new sites?

• Does your current voice solution take advantage of your existing investment in a

Cisco networking infrastructure?

• Can your current voice solution be tailored to support your specific needs and busi-

ness applications to give you a competitive advantage?

• Do you have a security strategy for your business communications? Does your cur-

rent voice solution meet those needs?

• Does your current voice solution automatically re-route to a backup site in the event

of an emergency?

• Do you have mobile and remote workers who require the same business communi-

cations features as headquarters employees?

• Do you have a need to support business video communications in an easy-to-use,

cost-effective manner?

4

5

Cisco Unified IP Endpoints

Cisco has a variety of new endpoint products, from desk phones to video appliances

to mobility solutions.

Executive

• Cisco Unified IP Phone 7970G

• Cisco Unified IP Phone 7971G-GE

Manager




Business




Multibutton


Basic



Video


• Cisco Unified Video Advantage

• Cisco Unified Personal Communicator

Mobility

• Cisco IP Communicator

• Cisco Unified Wireless IP Phone 7921G

• Cisco Unified Mobile Communicator

Analog

• Cisco ATA 186 Analog Telephone Adapter

• Cisco VG248 Analog Phone Gateway

Cisco Unified Communications Manager and IP Phones

Where It Fits

Figure 1. Cisco Unified Communications Manager Architecture

6

Cisco Unified SRST—Redundant Call Processing

Cisco Unified CallManager Cluster—Centralized Call Processing

Cisco Unified CallManager Express/Cisco UnityExpress—Localized Call Processing

OtherApplications (Unity Messaging, IVR, MeetingPlace)

100-30,000 Stations

Small PipeData WAN Only

QoS Secure Bandwidth

Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN

Cisco UnifiedCommunicationsManager Expressand Unity Express

Elevator Pitch

Cisco Unified Communications Manager Express is an integrated call-processing solu-

tion that allows small businesses and branch offices to quickly and cost-effectively

deploy a single-box communications system for voice, data, and security with a rich

set of IP telephony features for up to 240 users.

Cisco Unity® Express is a cost-effective solution that provides integrated voicemail

and automated attendant services specifically designed for small and medium-sized

branch office environments with up to 250 users.

For maximum investment protection, Cisco Unified Communications Manager Express

allows customers to migrate their licenses to Cisco Unified Survivable Remote Site

Telephony (SRST) licenses in a centralized Cisco Unified Communications Manager

environment at no extra charge.

Benefits

• Cost-effective, secure, all-in-one IP communications solution designed specifically

for the needs of small businesses and enterprise branch offices

• Uses and protects existing Cisco infrastructure and future IP communications invest-

ments with smooth upgrades and migration paths

• Increases business productivity and competitiveness while lowering total cost of

ownership

• Maximum configuration flexibility for single-site, multi-site and centralized deploy-

ments with Cisco Unity Express, Cisco Unified Communications Manager, Cisco

Unified Contact Center Express, Cisco Unified SRST, and/or Cisco Unity Connection

• Simple administration with intuitive graphical user interface (GUI)

• Elevates the level of professionalism, productivity, and customer service available to

small and medium-sized businesses

Trigger Questions

• Did you know that Cisco Unified Communications Manager Express with Cisco Unity

Express provides an affordable, innovative small PBX/key system replacement that

also delivers customizable productivity applications to improve business processes?

• Did you know that by converging your voice and data network with Cisco Unified

Communications Manager Express, Cisco Unity Express, and an integrated services

router you can reduce your total cost of ownership?

• Did you know that applications such as Cisco Unified Communications Manager

Express can help you migrate at your own pace to IP communications, based on

your business needs (not the technology demands)?

• Did you know that you can deliver Unified Messaging services to branch office

employees with Cisco Unified Communications Manager Express by integrating

with Cisco Unity?

8

9

Cisco Unified Communications Manager Express and Unity Express

• Did you know that Cisco Unified Communications Manager Express with Cisco Unity

Express is the only system that delivers integrated data, security services, DSP and

conferencing resources, and Power of Ethernet inside a single router for small and

medium-sized businesses?

Where It Fits

Figure 2. Cisco Unified Communications Manager Express and Cisco Unity ExpressArchitecture



Cisco Unified CallManager Express/Cisco UnityExpress—Localized Call Processing



Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN

24-240 Stations

10

Cisco Unified SRST

Elevator Pitch

An industry first, Cisco Unified Survivable Remote Site Telephony (SRST) is an inte-

grated resiliency solution that delivers intelligent, redundant call processing services

to branch office employees in the event of a WAN failure or Cisco Unified

Communications Manager outage.

Cisco Unified SRST is an optional Cisco IOS® Software feature that is offered on a

wide range of Cisco routers, making it easy for customers to deploy, administer, and

maintain high-availability IP communications services for up to 720 users.

A core component of a Cisco Intelligent Information Network, Cisco Unified SRST

automatically detects a network failure, auto-configures the router, and maintains

resilient call processing services until WAN connectivity is restored; no manual inter-

vention or remote IT staff is required.

For maximum investment protection, Cisco Unified SRST uses existing multiservice

and integrated services routers. Furthermore, Cisco Unified Communications Manager

Express customers can migrate to Cisco Unified SRST licenses at no extra charge.

Benefits

• Intelligent, resilient IP communications solution designed specifically for small

offices and enterprise branch offices using a central Cisco Unified Communications

Manager system

• Ensures business productivity and uptime, even during a WAN failure or Cisco

Unified Communications Manager outage

• Uses and protects existing Cisco infrastructure investment

• Easy to deploy, administer, and maintain: no manual intervention is required

• Even during WAN failure, provides secure calls with authentication and encryption

for both signaling and media transmission

• Provides a cost-effective migration path for existing Cisco Unified Communications

Manager Express customers who are ready to grow into a larger Cisco Unified

Communications Manager deployment

Trigger Questions

• Did you know that you can minimize the business impact of a WAN failure by using

Cisco Unified SRST to provide redundant call processing in the branch?

• Did you know that Cisco Unified SRST is the industry’s most cost-effective, intelli-

gent solution for highly-available IP communications in branch locations?

• Did you know that Cisco Unified SRST is an integrated, optional feature available in

Cisco IOS Software?

• Did you know that Cisco Unified SRST allows branch IP phones to make secure

calls with authentication and encryption for both signaling and media transmission,

even during a WAN failure?

12

• Did you know that applications such as Cisco Unified SRST can help you migrate at

your own pace to IP communications, based on your business needs (not the tech-

nology demands)?

Where It Fits

Figure 3. Cisco Unified SRST Architecture

13

Cisco Unified SRST


Cisco Unified CallManager Express/Cisco Unity Express— Localized Call Processing


100-7500 Unified Messaging or Voicemail Seats per Server



Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN

Cisco UnityCisco Unified SRST/Cisco UnityExpress—Local Voicemail, Auto-Attendant, Scripting

14

Cisco UnifiedCommunications500 Series for SmallBusiness

Elevator Pitch

The Cisco Unified Communications 500 Series for Small Business, a critical part of the

Smart Business Communications System, is an all-in-one unified communications solu-

tion for up to 48 users that integrates voice, data, video, security, and wireless into one

platform; provides integration with existing desktop applications such as calendar, e-

mail, and CRM; and provides the ability to connect locations for voice, video, and data

networking.

This simplified communications solution is designed specifically for small businesses,

providing industry-leading, business-class, proven Cisco Unified Communications

technologies.

Benefits

• Reliable, all-in-one solution from a single vendor lets you focus on your core busi-

ness instead of on technology

• Secure Unified Communications solution is designed, packaged, configured, and

priced specifically for your business

• Easy manageability and “plug-and-play” capability when adding new users and

components

• Expandable with integrated components as your needs change and grow

• Integrates everyday applications in new ways: click-to-call, screen pops, presence,

and mobility

• You can communicate more effectively by reaching the right resource the first time

Trigger Questions

• Did you know that the Unified 500 Series all-in-one solution provides reduced TCO

by simplifying network complexity and reducing management costs?

• Have you considered the business benefits of extending mobility and teleworker

support to your employees, partners, and suppliers?

• Did you know that the Unified 500 Series can be configured to meet the specific

needs of your business?

• Have you considered a solution that reduces ‘box-count’ of multivendor network

devices while delivering full Unified Communications capability to a small business?

• Did you know that the Unified 500 Series is the industry’s most cost-effective, intelli-

gent solution for business-class unified communications for small businesses?

16

Where It Fits

Figure 4. Cisco Unified Communications 500 Series Architecture

17

Cisco Unified Communications 500 Series for Small Business

VCatalyst Express 520 SwitchCisco Catalyst Express 500Provides 8 Incremental PoE/UnifiedCallManager Express SeatLicenses to Connect AdditonalCisco Unified IP Phones

WAN Uplink

DSL Modem or Integrated Services Router

Cisco UnifiedCommunications 500 Series� 4 FXO/BRI� 4 FXS� 8 PoE� Music on Hold

LAN Expansion

4 Analog Station Ports(Fax, Doorbell, etc.)

Internet

PSTN

Switches and Unified Communications Platforms Provide Voice Services Right out of the Box

UnifiedCommunications 500

18

Cisco UnifiedPresence

Elevator Pitch

The Cisco® Unified Presence Server is a core component in the delivery of a Cisco

Unified Communications environment. The Cisco Unified Presence Server captures

user availability status information and via what device. It also collects information

about a user’s communications capabilities such as whether or not collaboration or

videoconferencing is enabled. That information can be shared with applications such

as Cisco Unified Personal Communicator and Cisco Unified Communications Manager,

which in turn helps users connect with colleagues more efficiently by determining the

most effective way for collaborative communication.

Benefits

• Cisco Unified Presence Server effectively connects devices to intelligent services in

the network

• Cisco Unified Presence Server provides enhanced user-based presence capabili-

ties and acts as the infrastructure for Cisco Unified Personal Communicator and

Cisco Unified IP Phone Messenger

• Cisco Unified Presence Server enables rapid presence application development

and masks the intricacies of presence and data collection from the presence appli-

cations

• Cisco Unified Presence Server supports standards such as SIP/SIMPLE to facilitate

greater application function and choice, including interworking with IBM Sametime

and Microsoft Live Communication Server

• Cisco Unified Presence Server enables Cisco Unified IP Phones to show presence

status of other Cisco Unified IP Phones

Trigger Questions

• Do you want to make your most talented employees more accessible to your cus-

tomers?

• Do you want to make employees more productive by reducing “telephone tag” and

helping them reach co-workers more reliably on the first try?

• Are your company’s employees missing deadlines because they can’t reach the

right person at the right time?

• Would you like to empower your employees, enabling them to get answers fast, col-

laborate in real time, and respond more quickly to customer needs?

20

Where It Fits

Figure 5. Cisco Unified Presence Server Architecture

21

Cisco Unified Presence

Cisco Unified CallManager Cluster



Networked Branch A

Remote Location (Home Office)

Central Site

M M

M M

M

IP IP

V

PSTN

IP WAN

Cisco UnifiedPresence Server

Cisco Unified Presence Server

Cisco Unified Personal

Communicator

IP

M M

M M

M

V



22

Cisco UnifiedPersonalCommunicator

Elevator Pitch

The Cisco® Unified Presence Server is a core component in the delivery of a Cisco

Unified Communications environment. The Cisco Unified Presence Server captures

user availability status information and via what device. It also collects information

about a user’s communications capabilities such as whether or not collaboration or

videoconferencing is enabled. That information can be shared with applications such

as Cisco Unified Personal Communicator and Cisco Unified Communications Manager,

which in turn helps users connect with colleagues more efficiently by determining the

most effective way for collaborative communication.

Benefits

• Cisco Unified Presence Server effectively connects devices to intelligent services in

the network

• Cisco Unified Presence Server provides enhanced user-based presence capabili-

ties and acts as the infrastructure for Cisco Unified Personal Communicator and

Cisco Unified IP Phone Messenger

• Cisco Unified Presence Server enables rapid presence application development and

masks the intricacies of presence and data collection from the presence applications

• Cisco Unified Presence Server supports standards such as SIP/SIMPLE to facilitate

greater application function and choice, including interworking with IBM Sametime

and Microsoft Live Communication Server

• Cisco Unified Presence Server enables Cisco Unified IP Phones to show presence

status of other Cisco Unified IP Phones

Trigger Questions

• Do you want to make your most talented employees more accessible to your cus-

tomers?

• Do you want to make employees more productive by reducing “telephone tag” and

helping them reach co-workers more reliably on the first try?

• Are your company’s employees missing deadlines because they can’t reach the

right person at the right time?

• Would you like to empower your employees, enabling them to get answers fast, col-

laborate in real time, and respond more quickly to customer needs?

24

Where It Fits

Figure 6. Cisco Unified Presence Server Architecture

25


Cisco Unified CallManager Cluster



Networked Branch A

Remote Location (Home Office)

Central Site

M M

M M

M

IP IP

V

PSTN

IP WAN


Cisco Unified Presence Server

Cisco Unified Personal

Communicator

IP

M M

M M

M

V



26

Cisco IPCommunicator

Elevator Pitch

Cisco IP Communicator is a software-based application that delivers enhanced

telephony capabilities on PCs. It offers high-quality voice calls on the road, in the

office, or from wherever users have access to the corporate network. Cisco IP

Communicator provides a full-featured supplemental telephone for travelers and

telecommuters—users are not just taking their office extension with them, they have

access to the same familiar phone services they have in the office.

When registered to a Cisco Unified Communications Manager or CallManager Express

system, Cisco IP Communicator has the features and functions of a full-featured Cisco

Unified IP Phone, including the ability to transfer calls, forward calls, and conference

additional participants to an existing call.

Benefits

• Allows users to be anywhere and have the same phone capabilities as they have at

their desk

• Uses corporate calling features such as 3-way calling, conferencing, desktop exten-

sions, and being reachable via local extension while traveling

• Enhances telecommuter productivity

• Provides savings from expensed home phone bills, mobile phone usage, and calling

cards

• Ease of administration with centralized configuration, management, and call control

handled though Cisco Unified Communications Manager

Trigger Questions

• Did you know that you can enable teleworkers and mobile employees to have the

same communications capabilities as they have in the office?

• Would you like to enhance telecommuter productivity by giving them corporate call-

ing features such as 3-way calling, conferencing, directories, and local extensions

while traveling?

• Would you like to reduce telecommuter expenses such as home phone bills, mobile

phone usage, and calling cards?

• Do you need a solution that offers centralized configuration, management, and call

control?

28

Where It Fits

Figure 7. Cisco IP Communicator Architecture

29

Cisco IP Communicator






Networked Branch A

Branch B

Central Site

M M

M M

M

IP IP

IP

V

PSTN

IP WAN


100–30,000 stations


CiscoACNS


Cisco Unified Video Advan-

30

Cisco Unified VideoAdvantage

Elevator Pitch

Cisco Unified Video Advantage brings video telephony capabilities to Cisco Unified IP

Phones, providing Cisco Unified IP Phone users with the ability to add video to their

communications experience.

When associated with a PC enabled with Cisco Unified Video Advantage, a Cisco

Unified IP Phone allows users place and receive video calls on their enterprise IP

telephony network. Users make calls from their Cisco Unified IP Phones or Cisco IP

Communicator using familiar phone interfaces, but now calls are enhanced with video

on a PC, without requiring any extra button-pushing or mouse-clicking.

Benefits

• Video telephone calls are now just as easy as phone calls

• Cost-effective video is available on every desktop

• Features such as call forward, transfer, conference, hold, and mute are now available

with video

• Intuitive interface does not require special experience or knowledge about video

capabilities or settings

• Ease of administration with centralized configuration, management, and call control

handled though Cisco Unified Communications Manager and Cisco Unified

Communications Manager Express

Trigger Questions

• What challenges do your employees, partners, and customers face trying to work

together virtually today? Is video conferencing part of your communication-collabo-

ration strategy?

• How do you conduct voice, video, and Web conferencing today? Do you plan to

deliver video communications to your users?

• Is providing a simple means for users to communicate using video (desktop or

room-based systems) a priority?

• Is integrating video conferencing with Cisco Unified Communications Manager a pri-

ority? Do you have or are you considering deployment of Cisco Unified Personal

Communicator or Cisco video telephony?

32

Where It Fits

Figure 8. Cisco Unified Video Advantage Architecture

33



Cisco Unified CallManagerExpress/Cisco Unity Express—Localized Call Processing




Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP

IP IP

V

PSTN

IP WAN

Cisco Unified SRST—Redundant Call Processing Cisco IPVC

MCU Bridge

100–30,000 Cisco Unified Video Advantage user appliances per CallManager cluster

Cisco IP VCACNS, IPTV H.323 MCUs


Cisco IOS/ H.323/SIP/

MGCP gatewaysCiscoACNS

24–240 Cisco Unified Video Advantage user appliances


Video-enabled CiscoUnified IP Phone



CiscoIOS/H.323/SIP/MGCP gateways

34

Cisco UnityConnection

Elevator Pitch

Known for its powerful voicemail, integrated messaging, and advanced features such

as speech recognition and call routing rules, Cisco Unity Connection is tailored to

meet the needs of organizations with up to 3000 users. Integration with other commu-

nication applications, such as Cisco Unified Personal Communicator, and Cisco Unified

MeetingPlace Express, provides a smooth transition to unified communications.

Benefits

• For large multisite organizations, Cisco Unity Connection can be networked with

other Cisco Unity messaging products, allowing users to communicate from one

location to another with ease and familiarity.

• With Cisco Unity Connection, users can access and manage their messages from

their e-mail client, Cisco Unity Assistant (a Web-based interface), and from Cisco

Unified Personal Communicator, a unified client for communications applications.

This makes anytime, anywhere access a reality.

• With integrated speech recognition capabilities, Cisco Unity Connection provides

hands-free message management, allowing users to play, delete, forward, and cre-

ate new messages simply by speaking the command.

Trigger Questions

• Do you have one of the many traditional voice messaging systems reaching end-of-

life and end-of-support status? Have you developed a strategy that will allow you to

migrate to unified communications instead of simply “replacing voicemail?”

• Are you looking for a voice messaging solution that integrates with traditional voice-

mail and telephony systems, preserving your existing communications investments?

• Do you have mobile workers that need easy access to their messages while on the

road? Did you know that voice recognition enables hands-free access to messages

and allows users to play, delete, forward, and create new messages simply by

speaking the command?

• Are you looking for a messaging system that provides personalization and flexible

message management options to maximize productivity and shorten response

times?

36

Where It Fits

Figure 9. Cisco Unity Messaging Solutions Architecture

37

Cisco Unity Connection


Up to 7500 Unified Messaging or Voicemail Seats per Server

Networked Branch B

Networked Branch C

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

Cisco Unity

Traditional voicemail system integrated with Cisco Unity (VPIM, AMIS, Cisco Unity Bridge)

Cisco Unified CallManager Expressand Cisco Unity Connection or CiscoUnity Express

Networked Branch A

Cisco Unified SRST with Cisco Unity Express

PSTN

IP IP

IP WAN


38

Cisco UnityMessaging

Elevator Pitch

Secure, proven, and reliable, Cisco Unity® delivers powerful voicemail, integrated

messaging, and unified messaging that scales to meet the needs of large enterprise

organizations. With integrations to traditional voice messaging and telephony systems,

Cisco Unity provides a smooth migration to unified communications. Cisco Unity fea-

tures robust auto-attendant functions, speech recognition capabilities, and an

advanced set of personalization options that enable users to interact with the system

that is most convenient and comfortable for them.

Benefits

• Cisco Unity is a proven and reliable solution that provides powerful voicemail, inte-

grated messaging, and unified messaging options that integrate transparently with

Microsoft Exchange, Lotus Domino, and Novell GroupWise.

• Cisco Unity integrates with existing voice messaging and telephony systems, providing a

smooth migration to unified communications. With integrated context-sensitive self-help

and the ability to emulate an existing voice messaging interface, end-user disruptions are

minimized during a migration and Day 2 support costs are offset.

• Cisco Unity Assistant allows users to quickly personalize their voice mailbox by

allowing them to control conversation speed, streamline message playback, receive

message notifications on SmartPhones and BlackBerry devices, and add alternate

devices that that are recognized by the system for speedier message retrieval.

• Cisco Unity supports both centralized and decentralized communications models,

integrating with Cisco Unified Communications Manager, Cisco Unified Communications

Manager Express, Cisco Unity Connection, and Cisco Unity Express.

Trigger Questions

• Do you have one of the many traditional voice messaging systems reaching end-of-

life and end-of-support status? Have you developed a strategy that will allow you to

migrate to unified communications instead of simply “replacing voicemail?”

• Are you looking for a secure, proven, and reliable solution that integrates with exist-

ing communications applications and provides a smooth transition to unified com-

munications?

• Are you looking for a solution that provides you with the option and flexibility to

deploy voicemail, integrated messaging, and unified messaging?

• Are you looking for a solution that minimizes end-user disruptions by emulating their

existing voice messaging system and provides self-help capabilities to reduce Day

2 support costs?

• Are you looking for a messaging system that provides the personalization and flexi-

ble message management options to maximize productivity and shorten response

times?

40

Where It Fits

Figure 10. Cisco Unity Messaging Solutions Architecture

41

Cisco Unity Messaging


Up to 7500 Unified Messaging or Voicemail Seats per Server

Networked Branch B

Networked Branch C

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

Cisco Unity

Traditional voicemail system integrated with Cisco Unity (VPIM, AMIS, Cisco Unity Bridge)

Cisco Unified CallManager Expressand Cisco Unity Connection or CiscoUnity Express

Networked Branch A

Cisco Unified SRST with Cisco Unity Express

PSTN

IP IP

IP WAN


42

Cisco UnifiedMeetingPlace

Elevator Pitch

Cisco Unified MeetingPlace® is an enterprise rich-media conferencing solution that

makes remote voice, video, and Web meetings as natural and effective as face-to-face

meetings. Cisco Unified MeetingPlace is deployed “on network,” behind the firewall,

and integrated directly into an organization’s private networks and enterprise applica-

tions. This provides significant cost savings and a more secure solution. Cisco Unified

MeetingPlace makes conferencing simple by providing convenient desktop integra-

tions to facilitate meeting setup, attendance, and management.

Cisco Unified MeetingPlace 6.0 provides new flash-based Web conferencing, which

delivers an enhanced user experience and broader application support.

Benefits

• Cisco Unified MeetingPlace helps speed decision making and increase operational

effectiveness by improving communication and collaboration between employees,

customers, and partners

• Save money by deploying Cisco Unified MeetingPlace over your internal net-

works—converged IP network or TDM environments—enabling reduced transport

costs. Conferencing is a significant component of Unified Communications ROI.

• Improve personal productivity with the simple and effective conferencing offered in

Cisco Unified MeetingPlace. Tightly integrated voice, video (room and desktop), and

Web conferencing, and intuitive desktop integrations (calendar, IM, Web, phone)

facilitate meeting setup, attendance, and management.

• The advanced Flash Web conferencing in Cisco Unified MeetingPlace delivers an

exceptional user experience and broad application support.

• Cisco Unified MeetingPlace offers scalability and an enterprise architecture to meet

the needs of midsize to very large organizations. Deployment options range from

product purchase to outsourced managed services.

Trigger Questions


together virtually today? Is Web or video conferencing part of your communication-

collaboration strategy?

• How do you conduct voice, Web, and video conferencing today? Do you plan to

deliver an integrated voice, Web, and/or video conferencing solution to your users?

• Is reducing your conferencing costs a priority? Have you quantified the significant

cost saving potential of running conferencing over your internal networks?

• Is integrating conferencing with your IP telephony solution a priority? Is there a

desire to integrate conferencing with enterprise applications (messaging, calendar,

IM, directory, etc.)?

• Does your business have a crisis management communications process?

44

Where It Fits

Figure 11. Cisco Unified MeetingPlace Architecture

45

Cisco Unified MeetingPlace






Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN



30–1000 Ports of Integrated Web-Audio-VideoConferencing per Server

46

Cisco UnifiedMeetingPlaceExpress and CiscoUnified MeetingPlaceExpress VT

Elevator Pitch

Cisco Unified MeetingPlace Express

Cisco Unified MeetingPlace Express is an integrated voice, video, and Web conferenc-

ing solution that helps medium-sized organizations realize the cost savings and pro-

ductivity benefits of deploying conferencing over internal networks. The solution pro-

vides simple, powerful conferencing functions that are easy to deploy and manage.

Cisco Unified MeetingPlace Express VT

Cisco Unified MeetingPlace Express VT is a separate deployment option that is

designed to extend the capabilities of Cisco Unified Communications Manager envi-

ronments by enabling users to extend point-to-point voice and video communications

to impromptu, multiparty voice, video, and Web conferences.

Benefits

Cisco Unified MeetingPlace Express

• Speed decision making and increase operational effectiveness by improving com-

munication and collaboration.

• Save money by deploying conferencing over internal networks, reducing transport

costs.

• Improve personal productivity with simple and effective conferencing setup and

attendance from the Web, Microsoft Outlook, any telephone, or Cisco Unified

Personal Communicator. Manage conferences from the Web or Cisco Unified IP

Phones, and share any application.

• Software-based solution is simple to install and manage. IP voice capabilities integrate

directly with Cisco Unified Communications Manager as well as legacy solutions.

Cisco Unified MeetingPlace Express VT

• Speed decision making and increase operational effectiveness by improving com-

munication and collaboration.

• Improve personal productivity by enabling users to simply extend point-to-point,

Cisco Unified Communications Manager voice and video communications to

impromptu, multiparty voice, video, and Web conferences.

• Software-based solution is simple to install and manage. IP voice capabilities inte-

grate directly with Cisco Unified Communications Manager (only).

Trigger Questions


together virtually today? Is Web conferencing part of your communication-collabo-

ration strategy?

• How do you conduct voice, video, and Web conferencing today? Do you plan to

deliver an integrated voice, video, and Web conferencing solution to your users?

48

• Is reducing your conferencing costs a priority? Have you quantified the significant

cost saving potential of running conferencing over your internal networks?

• Is integrating conferencing with Cisco Unified Communications Manager a priority?

Are you looking to add productivity applications over a converged IP network? Do

you have or are you considering deploying Cisco Unified Personal Communicator or

Cisco video telephony?

Where It Fits

Figure 12. Cisco Unified MeetingPlace Express Architecture

49

Cisco Unified MeetingPlace Express and Cisco Unified MeetingPlace Express VT






Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN

Cisco Unified SRST—Redundant Call Processing Cisco Unified

MeetingPlaceExpress and Unified MeetingPlace Express VT

200 Ports of Integrated Voice and Web Conferencing; TBD (see data sheet) Ports of Integrated Voice, Video, and Web Conferencing—

Cisco Unified MeetingPlace Express40 Ports of Integrated Voice, Video, and Web Conferencing—Cisco Unified MeetingPlace

Express VT

50

Cisco UnifiedVideoconferencing

Elevator Pitch

The Cisco Unified Videoconferencing product line facilitates face-to-face discussions

among participants in different locations by providing multiparty video conferencing

for room-based and desktop video conferencing. The solution connects three or more

H.323, H.320, Session Initiation Protocol (SIP), Skinny Client Control Protocol (SCCP),

or Cisco TelePresence video endpoints in a single meeting.

The Cisco Unified Videoconferencing Manager provides the ability to easily schedule,

scale, and control video conferences and to efficiently manage and monitor video con-

ferencing network elements, providing an optimal visual communications experience

and lower total cost of ownership.

Benefits

• Improves productivity and speeds business processes with richer, more focused

interactions

• Facilitates efficient virtual training and education

• Scales scarce resources when travel time limited and expensive

• Builds stronger relationships with remote employees and customers

Trigger Questions

• What challenges do your employees-partners-customers face trying to work

together virtually today? Is video conferencing part of your communication-collabo-

ration strategy?

• How do you conduct voice, video and web conferencing today? Do you plan to

deliver video communications to your users?

• Is providing a simple means for users to communicate using video (desktop or

room-based systems) a priority?

• Is integrating video conferencing with Cisco Unified Communications Manager a pri-

ority? Do you have or are you considering deployment of Cisco Unified Personal

Communicator or Cisco video telephony?

52

Where It Fits

Figure 13. Cisco Unified Videoconferencing Architecture

53

Cisco Unified Videoconferencing



OtherApplications(Unity Messaging,IVR, MeetingPlace)



Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP

IP IP

V

PSTN

IP WAN

Cisco Unified SRST—Redundant Call Processing Cisco IPVC

MCU Bridge

100–30,000 Cisco Unified Video Advantage user appliances per CallManager cluster

Cisco IP VCACNS, IPTV H.323 MCUs


Cisco IOS/ H.323/SIP/

MGCP gatewaysCiscoACNS

24–240 Cisco Unified Video Advantage user appliances





CiscoIOS/H.323/SIP/MGCP gateways

54

Cisco UnifiedMobility

Elevator Pitch

Cisco Unified Communications Mobility Solutions increase customer access and

responsiveness to information, service, decisions, and collaboration, and can make the

difference between success and failure.

As more workers become more mobile, Cisco Unified Communications Mobility

Solutions improve connections and communications between employees, partners,

and customers, eliminating “phone tag” and providing access to corporate information

from any place and any device. A consistent user experience across wired, wireless,

and cellular devices helps ensure that access to communications services is easy and

intuitive.

Benefits

• Gives workers access to business services and information in many different forms

using wired, wireless, and cellular devices

• Enables better connections for customers, partners, and suppliers, improving pro-

ductivity and overall satisfaction

• Improves responsiveness, customer satisfaction, and competitive advantage

• Voice over WLAN supports workers who need to communicate while moving about

the workplace or campus

• Dual-mode devices provide information and application access for workers who

move between enterprise Wi-Fi and cellular networks

• Cisco Mobile Connect provides single number accessibility and smooth call transi-

tion between cellular and IP desk phones

• Cisco Unified Mobile Communicator provides wide-area mobile access to Cisco

Unified Communications enterprise features, including presence provided by the

Cisco Mobile Client

Trigger Questions

• Did you know that 66% of workers were mobile in 2006 and that 28% of workers

now use their mobile phone as their primary work phone?

• Are your employees as productive when they are away from the office as they are

when they are at their desk?

• Have you considered the business benefits of making it easier for customers, suppli-

ers, and partners to reach your company’s customer-facing employees and

experts?

• Do you know how your employees are using their mobile devices and how to assign

mobile costs to projects?

• Have you considered how Cisco Unified Communications Mobility Solutions can

maximize the value of one of your company’s most valuable assets—your employees—

by allowing them to be productive no matter where they happen to be?

56

Where It Fits

Figure 14. Mobile Unified Communications Architecture

57

Cisco Unified Mobility

V

802.11

Mobility WebPortals

Enterprise Service Providers End Users

Cell Phonewith Cisco orPartner Client

Directory

Cisco Unity



Dual-ModeHandset

802.11 Handset

PSTN

MobileNetworks

Internet

M M

M M

M

Mobility-EnabledCisco Unified CallManager

Mobile Communicator

Server

58

Cisco UnifiedApplicationEnvironment

60

Elevator Pitch

Cisco Unified Application Environment enables rapid development, reliable execution,

and automated management of applications that converge voice and video with enter-

prise applications and data. Organizations can use these new converged applications

to improve communications, transform business processes, and create competitive

advantage.

Benefits

• Streamlines business processes by enabling full-featured applications that combine

components from enterprise voice, video, and data resources

• Converges voice and data to provide flexibility and productivity while preserving

network integrity and resilience

• Reduces voice complexity and the cost of using the Cisco Service-Oriented

Network Architecture (SONA), an architectural framework intended to align cus-

tomers’ IT innovation to their business opportunities and issues.

• Offers application lifecycle tools to manage availability, performance, and capacity

• Provides a software development kit that makes Cisco Unified Communications

platform also readily available to developers

• Meets the needs of small and medium-sized businesses and of enterprise customers

Trigger Questions

• Would tying components of your voice or video assets with data or enterprise appli-

cation assets enhance productivity or reduce cost for your organization?

• Do your developers have to build applications from scratch?

• Do you ever have concerns that improper protocol use might threaten dial-tone reli-

ability?

• Does your operations team sometime struggle with unpredictable application

behavior and interactions between voice and data?

• Do you find your IT staff inexperienced with telephony protocols and media pro-

cessing?

Where It Fits

Figure 15. Cisco Unified Application Environment Architecture

61


Cisco Unified CallManager and Cisco Unity Cluster

Cisco 1040Sensor

Campus

Networked Branch A

Networked Branch B

Central Site

M M

M M

M

Cisco Unified CallManagerExpress and Cisco Unity Express

IP

IP

IP WAN

PSTN

IP CiscoUnified SRST

IP

Cisco 1040Sensor

Cisco 1040Sensor


� Cisco Unified Applications Designer 2.4� Cisco Unified Applications Server 2.4� Cisco Unified Media Engine 2.4

V

62

Cisco UnifiedCallConnectorMobility

Elevator Pitch

Cisco Unified CallConnector Mobility is a new application supported on Cisco Unified

Communications Manager Express version 4.0 or higher, that gives users the ability to

redirect incoming calls to two different designated client devices, such as a user’s

existing cellular phone or other alternate phones. Cisco Unified CallConnector Mobility

allows employees to be more responsive to customers without having to distribute

multiple and private mobile phone numbers.

Benefits

• Cisco Unified CallConnector Mobility is a single number reach application that

enables users to redirect incoming calls to two different designated client devices.

• Single number reach allows users to be more responsive to customers without hav-

ing to distribute multiple and private mobile phone numbers.

• A single voice mailbox allows users to easily manage all business voice messages,

saving time and money.

• Cisco Unified CallConnector Mobility allows mobile workers to stay connected with

their customers and colleagues so calls are never missed when away from the

office.

Trigger Questions

• Have you considered how making your employees more productive while remote or

traveling can improve customer satisfaction, potentially creating competitive advan-

tage and growing your business?

• What is the impact on the business when workgroups experience delays in reaching

key decision makers for critical issues?

• What challenges do your mobile employees face trying to stay connected with col-

leagues and customers?

• Did you know that whether at home or from remote locations, employees can place

or receive calls through Cisco Unified Communications Manager Express and use

the business’s Unified Communications infrastructure?

64

Where It Fits

Figure 16. Cisco Unified CallConnector Mobility Architecture

65

Cisco Unified CallConnector Mobility


Cisco Unified CallManager Express/Cisco Unified CallConnector Server/CiscoUnity Express—Localized Call Processing




Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN


66

Cisco UnifiedCallConnector forMicrosoft Office

Elevator Pitch

Cisco Unified CallConnector is a desktop solution integrated with Cisco Unified

Communications Manager Express that delivers easy-to-use call control and presence

features to end users, enabling increased productivity and more effective communica-

tions. It uses toolbars within common applications such as Microsoft Outlook and

Internet Explorer, providing transparent desktop integration and giving users new and

easy ways to work smarter and faster.

Benefits

• Cisco Unified CallConnector Personal is a desktop application that provides a sim-

ple-to-use toolbar within Microsoft Outlook and Internet Explorer for dialing num-

bers, controlling calls, and setting user availability and location status for Cisco

Unified Communications Manager Express users.

• Cisco Unified CallConnector Server is a server-based application installed at each

site, giving users call control plus presence, instant messaging services and rules-

based automation based on a Session Initiation Protocol (SIP) client-server architec-

ture.

• The toolbars provide easy-to-use features such as finding contacts, executing

phone features, and streamlining communications for the user.

Trigger Questions

• Have you thought about how frequently a project gets delayed due to difficulty in

reaching key decision makers when needed?

• What is the impact on the business when workgroups experience delays in reaching

key decision makers for critical issues?

• Did you know a Sage Research study revealed that device-aware presence capabil-

ities save an average of 32 minutes daily? Fifty percent of users claimed to save 15

to 30 minutes per day, and 47 percent reported that they save 30 to 60 minutes per

day.

• Did you know Cisco Unified CallConnector delivers a new way to handle the every-

day task of communicating with others within and outside the business?

68

Where It Fits

Figure 17. Cisco Unified CallConnector Architecture

69

Cisco Unified CallConnector for Microsoft Office


Cisco Unified CallManager Express/Cisco Unified CallConnector Server/CiscoUnity Express—Localized Call Processing





Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN


70

Cisco UnifiedCallConnector forMicrosoft DynamicsCRM

Elevator Pitch

Cisco Unified CallConnector for Microsoft Dynamics CRM integrates Cisco Unified

Communications with the Microsoft Dynamics CRM Server to provide everyone in a

small and medium-sized business (SMB) with an easy-to-use and more complete CRM

solution. Cisco Unified CallConnector for Microsoft Dynamics CRM integrates Cisco

Unified Communications products with Microsoft Dynamics CRM Server at the desk-

top, without requiring additional hardware. In addition, the Microsoft CRM client uses

Microsoft Outlook or Internet Explorer as the primary client for managing tasks and

contacts.

Cisco Unified CallConnector for Microsoft Dynamics CRM is a client/server based

application that is highly configurable and supports the following primary features in

Cisco Unified Communications environments that are utilizing Microsoft CRM:

• Automatic detection and screen-pop searches of the CRM database for both incom-

ing and outgoing phone calls

• Automatic creation of phone call activity records for incoming and outgoing calls

with call duration tracking

• Click-to-dial from the Microsoft CRM user interface

• Multisite configuration capabilities with geographically correct dialing configurations

per user

• Easily pop associated Microsoft CRM customer service cases

• Easy to use search system allows the user to search by name or phone number and

have access to contact records and associated support cases

Benefits

Cisco Unified CallConnector for Microsoft Dynamics CRM provides:

• Greater employee productivity and organizational efficiencies

• Immediate information about inbound and outbound calls

• Fast and easy “click to dial” functionality from CRM database records

• Call duration tracking, information capture, and record creation

• Personalized interactions with callers and improved customer service

72

Trigger Questions

• Do you have Microsoft CRM or Salesforce.com CRM business applications in use

today? How widespread is your usage?

• Have you considered integrating your Microsoft or Salesforce.com CRM applica-

tions with your telephony capabilities?

• Are you aware of the features available on an IP phone system that are not available

on traditional PBX and key systems—like extension mobility, presence, and click-to-

dial with CRM integration?

• Are there specific business applications and services such as e-commerce,

accounting, enterprise resource planning (ERP), or customer relationship manage-

ment (CRM) that are crucial to the day-to-day operation of your business?

• Are your competitors providing more efficient customer service? Are you looking for

a way to better differentiate your business from the competition?

73

Cisco Unified CallConnector for Microsoft Dynamics CRM

74

Cisco UnifiedCallConnector forSalesforce.com

Elevator Pitch

Cisco Unified CallConnector for Salesforce.com integrates the Cisco Unified

Communications system for small and medium-sized businesses with

salesforce.com’s on-demand customer relationship management (CRM) services. The

result is an easy-to-use, more complete on-demand (or hosted) CRM solution that

helps you increase productivity and improve customer satisfaction. Salesforce’s on-

demand CRM solution promotes user adoption with quick and easy deployment,

seamless seasonal upgrades, and secure access to customer information from any-

where. Salesforce.com also integrates with popular Microsoft applications such as

Outlook, Word, and Excel.

Benefits

• Helps companies drive sales productivity, increase visibility, and expand revenue with

easy-to-deploy applications for effectively managing salespeople and processes.

• Enables closed-loop marketing so busy teams can quickly executive, manage, and

analyze the results of multichannel campaigns.

• Extends CRM to remote workers easily and cost-effectively

• Increases effectiveness of limited resources

• Provide a better sales and support experience for contacts and customers

Trigger Questions

• Do you have Microsoft CRM or Salesforce.com CRM business applications in use

today? How widespread is your usage?

• Have you considered integrating your Microsoft or Salesforce.com CRM applica-

tions with your telephony capabilities?

• Are you aware of the features available on an IP phone system that are not available

on traditional PBX and key systems—like extension mobility, presence, and click-to-

dial with CRM integration?

• Are there specific business applications and services such as e-commerce,

accounting, enterprise resource planning (ERP), or customer relationship manage-

ment (CRM) that are crucial to the day-to-day operation of your business?

• Are your competitors providing more efficient customer service? Are you looking for

a way to better differentiate your business from the competition?

76

Cisco UnifiedContact CenterExpress

Elevator Pitch

Cisco Unified Contact Center Express provides an integrated “contact center in-a-

box” solution that is ideal for enterprise departments, branch locations, and small to

medium-sized companies that want to deploy an entry-level contact center solution.

The solution is designed to enable businesses to create competitive advantage

through superior customer service.

The solution offers complete integrated assisted service and self-service, including

support for automatic speech recognition, text-to-speech, and VoiceXML. Internet

applications such as real-time chat, Web collaboration, and e-mail are easily added.

Cisco Unified Contact Center Express is tightly integrated with Cisco Unified

Communications Manager and is easy to install, deploy, and manage.

Benefits

• Contact center “solution in-a-box” is easy to install, deploy, and manage

• Provides a better customer experience by routing contacts to the right resource to

provide them the information they need, the first time

• Improves customer service by providing agents with contact information to help

them efficiently and effectively meet each customer’s needs

• Increases operational efficiencies through the use of historical and real-time report-

ing and analytics tools

• Offers a seamless customer experience across self-service and assisted-service

interactions

Trigger Questions

• Is your customer service organization creating a competitive advantage, lowering

costs, and increasing revenues?

• Is your customer service organization able to:

• Supply agents with tools to provide customers with efficient and accurate

responses to inquiries?

• Provide a better customer experience by capturing/using information about a cus-

tomer’s prior interactions?

• Increase operational efficiencies and agent productivity by using reporting and

analytics tools?

• Are you a small to medium-sized business, branch office, or department office:

• That wants a customer contact solution that is easy to deploy, administer, and

manage?

• Looking for a fully integrated contact center with ACD, desktops, CTI, and IVR?

• That has anywhere from 1 to 300 agents?

• That is interested in a virtual contact center solution that enables agents and

supervisors to be located at any site on your Cisco IP Communications WAN or on

any ISP DSL or cable modem connection at home?

78

• That could benefit from fully integrated voice self-service to help lower contact

center costs?

Where It Fits

Figure 18. Cisco Unified Contact Center Express Architecture

79

Cisco Unified Contact Center Express





Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN


Cisco Unified Contact Center

Express

Up to 300 contact center agent/supervisor seats per server

Contact center supervisors;desktops or phones

Contact center agents;desktops or phones

Remote contact center agents

Cisco Business-Ready Teleworker

IP-IVRASR

scripts

80

Cisco UnifiedContact CenterEnterprise

Elevator Pitch

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treat-

ment, network-to-desktop computer telephony integration (CTI), and multichannel con-

tact management over an IP infrastructure. Cisco Unified Contact Center Enterprise

combines multichannel automatic call distributor (ACD) capabilities with IP telephony

in a unified solution, enabling companies to rapidly deploy a distributed contact center

infrastructure.

Cisco Unified Contact Center Enterprise provides a state-of-the-art IP-based contact

center solution that enables you to smoothly integrate inbound and outbound voice

applications with Internet applications, including real-time chat, Web collaboration, and

e-mail. This integration enables a single agent to support multiple interactions simultane-

ously, regardless of which communications channel the customer has chosen.

Benefits

• Segments customers and monitors resource availability

• Delivers each contact to the most appropriate resource anywhere in the enterprise

• Profiles customers using contact-related data, such as dialed number and calling

line ID

• Assigns the most appropriate resources to meet a customer's needs based on real-

time conditions (such as agent skills, availability, and queue lengths); this information

is continuously gathered from various contact center components

• Delivers a rich set of call event and customer-provided data to the targeted desktop

as a contact arrives, personalizing service and increasing efficiency

Trigger Questions

• Is your customer service organization creating a competitive advantage, lowering

costs, and increasing revenues?


• Supply agents with tools to provide customers with efficient and accurate

responses to inquiries?



• Increase operational efficiencies and agent productivity by using reporting and

analytics tools?

• Are you an enterprise with a single or multisite environment that wants:

• A sophisticated, feature-rich, multichannel customer contact solution with compre-

hensive routing capabilities, CRM integration, customizable agent and supervisor

desktops, and agent management and reporting tools to provide a better cus-

tomer experience?

• A contact center solution that provides complete computer telephone integration,

universal queuing capabilities, remote agent support, and self-service and call

82

treatment capabilities?

• Provides comprehensive supervisory functions; streamlined, centralized adminis-

tration; and real-time and historical reporting?

• An open, scalable, distributed, fault-tolerant, and secure solution?

Where It Fits

Figure 19. Cisco Unified Contact Center Enterprise Architecture

83

Cisco Unified Contact Center Enterprise




Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN



Express

Up to 6000 agents and 3000 IVR ports per system using multiple servers; multiple systems can be networked together for

additional scalability.





Web applications; speech self-service,

CRM

84

Cisco UnifiedCustomer VoicePortal

Elevator Pitch

Cisco Unified Customer Voice Portal (CVP) delivers voice self-service that is in a class

of its own. Using Cisco Unified CVP, organizations can deliver intelligent, personalized

self-service over the phone, allowing customers to efficiently retrieve the information

they need from the contact center.

Customers can use touch-tones or their own voice to request information with self-

service, and, if live agent assistance is requested, Cisco Unified CVP can transfer

information given by the customer and the call itself to the agent, resulting in a smooth

customer service experience.

Benefits

• Ensures voice self-service to customers is consistent with business strategies by

providing unique, personalized service to each customer.

• Offset the high costs associated with assisted-service contact center agents by

directing customer interactions to more cost-effective, more personalized voice self-

service applications.

• Provide a transparent “hand-off” of information from voice self-service to agent-

assisted service so that live agents are empowered to see into self-service interac-

tions prior to call delivery.

• Tap into Web- and middleware-enabled deployments elsewhere in the enterprise

with the Cisco Unified CVP VoiceXML application environment and use that informa-

tion directly in self-service applications so that customers obtain a consistent, rele-

vant experience, regardless of contact channel.

Trigger Questions

• Is your customer service organization:

• Creating competitive advantage?

• Lowering costs?

• Increasing revenues?


• Provide efficient and accurate responses to customer inquiries via voice self-

service?



• Increase operational efficiencies by directing customers to voice self-service?

• Are your customers frustrated by your outdated, legacy IVR systems?

86

Where It Fits

Figure 20. Cisco Unified Voice Portal Architecture

87

Cisco Unified Customer Voice Portal




Networked Branch A

Branch B

Central Site

IP IP

M M

M M

M

IP IP IP

IP IP

V

PSTN

IP WAN


Cisco Unified CVP





Other applications(Unity Messaging,

CRM)

88

Cisco UnifiedCommunicationsManagement Suite

Elevator Pitch

The Cisco Unified Communications Management Suite provides a single dashboard

view for status of the entire Cisco Unified Communications System. The Management

Suite empowerscustomers to be more efficient while operating the Unified

Communications System and simplies provisioning of subscribers, services, and relat-

ed Cisco Unified Communications application resources. Flexible, customized, easy-

to-use reporting is available.

Benefits

• Actionable, service-level view of full Unified Communications implementation

• Real-time alerting on Unified Communications components and IP infrastructure

• Real-time service quality (voice quality) alerts and details

• Integrated diagnostics linked to monitoring and proactive testing (end-to-end, node-

to-node; signaling, transport, applications)

• Single-view provisioning of a subscriber and their services

• Out-of-the-box reports with specific focus on executive, operations, and capacity

planning roles, as well as flexible customization

Trigger Questions

• Did you know the Cisco Unified Communications Management Suite gives you a

view into the status of your entire Cisco solution?

• Did you know the Cisco Unified Communications Management Suite provides both real-

time call quality management (with sensors) as well as call quality management with infor-

mation from Cisco Unified Communications Manager after each call completes?

• Did you know the new Provisioning Manager brings immediate value to customers—

and a quick return on investment—by proving a single, policy-based, accurate provi-

sioning interface to Cisco Unified Communications systems?

• Did you know the Statistics Manager is an integrated application that pulls informa-

tion from nearly every component of the Cisco Unified Communications solution and

provides out-of-the-box reports that help executives as well as operations and

capacity planning professionals?

90

Where It Fits

Figure 21. Cisco Unified Communications Management Suite Architecture

91

Cisco Unified Communications Management Suite

Cisco Unified CallManager Cluster, Cisco Unity

Cisco 1040

Campus

Networked Branch A

Networked Branch B

Central Site

M M

M M

M

Cisco Unified CallManagerExpress, Cisco Unity Express

IP

IP

IP WAN

PSTN

IP CiscoUnified SRST

IP

Cisco 1040

Cisco 1040

Cisco Unified Management Suite

� Operations Manager� Service Monitor� Provisioning Manager� Stats Manager� Assessment Manager

V

92

The CiscoAdvantage—Experience

• More than 12 million IP phones shipped

• More than 7 million unified messaging seats

• More than 1 million contact center agents

• More than 200,000 Cisco Unified MeetingPlace licenses

• More than 48,000 Cisco Unified Communications customers

• More than 70% of Fortune 500 use Cisco Unified Communications

Cisco: Award-Winning Unified Communications

94

Best Communications

Portfolio

Cisco UnifiedCommunications Manager

and Cisco Unified IP Phones(Most secure IP-PBX, midsize and large)

Cisco Unified MeetingPlace and

Video Telephone

Cisco Video Telephony(Cisco Unified Communications

Manager with Cisco Unified Video Advantage)

Cisco Unified Operations Manager and Service Monitor


Cisco Unified Contact Center (CVP, ICM, and CTI)

Cisco Unified Wireless IP Phone 7920

Cisco Unified Communications Manager Express and Cisco Unity Express

Cisco UnifiedCommunicationsPrograms/Promotions,Offers, Tools

Cisco Unified Communications Competitive Equipment Exchange

The Unified Communications Competitive Equipment Exchange Program (formerly IPC

Competitive Migration Program) provides customers with valuable credits on specific

competitors' systems that are traded in towards the purchase of eligible new Cisco

Unified Communications products.

http://www.cisco.com/en/US/partner/partners/pr11/incentive/cee/ipc.html

3-2-1 Blast Off to the Future of Unified Communications

The new “3-2-1 Blast Off to the Future of Communications with Cisco” program

rewards qualifying Unified Communications Specialized partners that migrate Nortel

and Mitel customers to Cisco Unified Communications solutions with significant

rebates and customer incentives. Available until December 31, 2007.

http://www.cisco.com/web/partners/pr11/incentive/cee/321_blastoff.html

Tools & Information for You…

Cisco Unified Communications System Information

http://www.cisco.com/go/unified

http://www.cisco.com/go/voice

QuickStart

QuickStart for Unified Communications is a self paced sales training portal that pro-

vides a flexible way for Partners to access relevant information and to quickly learn

how to effectively sell the solution to our customers. QuickStart for Unified

Communications teaches how the new UC systems address the small and mid-sized

markets by combining Secured CallManager, Unity, and Mobility into one system.

http://www.cisco.com/cgi-

bin/front.x/wwtraining/PELC/main.cgi?URL=20091624368405%2E1474

Sales Accelerator

This tool has been designed to bring you up to speed on both the technology and

selling strategies if you are new to Unified Communications. For experienced sales-

persons, it will provide you with an update on “what’s new”, and help you to explain

the business value of Cisco Advanced Technology to your customers.

http://www.cisco.com/web/partners/sell/sa_toolkit.html

96

Learn More—Products & Programs

Partner Central

http://www.cisco.com/go/partners-uc

Value Incentive Program (VIP)

http://www.cisco.com/go/vip

Opportunity Incentive Program (OIP)

http://www.cisco.com/go/oip

Solutions Incentive Program (SIP)

http://www.cisco.com/go/sip

97

Cisco Unified Communications Programs/Promotions, Offers, Tools

Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.

©2007 Cisco Systems, Inc. All rights reserved. CCVP, the Cisco logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0705R)

Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel: 408 526-4000800 553-NETS (6387)Fax: 408 527-0883

Asia Pacific HeadquartersCisco Systems, Inc.168 Robinson Road#28-01 Capital TowerSingapore 068912www.cisco.comTel: +65 6317 7777Fax: +65 6317 7799

Europe HeadquartersCisco Systems International BVHaarlerbergparkHaarlerbergweg 13-191101 CH AmsterdamThe Netherlandswww-europe.cisco.comTel: +31 0 800 020 0791Fax: +31 0 20 357 1100

Printed in USA C07-399739-00

All contents are Copyright © 2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for distribution.

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