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Cisco Unified CommunicationsDriving Customer Experience
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Alan RegisterUnified CommunicationsIBM Forum 2006 - New Zealand
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Please switch your mobile phones to silent mode or off
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Driving the Communications Experience
• Business Communication
– - $25B in 2007• Chaos or control
–Presence & Preference• Effective
Communications
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$25B Market for Unified Communications
5,000
Source: Synergy, Wainhouse, Datamonitor, Ovum, Cisco
0
10,000
Mar
ket S
ize
($M
)
25,000
FY’03 FY’04 FY’05 FY’06 FY’07 FY’08 FY’09 FY’10
30,000
35,000
20,000
TelephonyTransition
15,000
Mobility,Video, Customer Contact, Collaboration, Messaging
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Voice Market in Transition
Microsoft, Nortel Announce Unified Communications Pact
Siemens to Carve Out Telecoms Business by October 1.
TBDMicrosoft Unveils Unified Communications Vision, Strategy, Roadmap
Cisco Introduces New Unified CommunicationsSystem
Avaya CEO Steps Down
Nortel Restates Results, Cuts Profits
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Market Verticals Lay the Foundation
Manuf16.9%
Govt16.9%
Education10.9%
Bank/Fin15.1%
Travel & Hosp6.6%
Trans & Log8.6%
Telecoms7.2%
Others17.8%
CY 2007 New Zealand Enterprise Telephony Market by Verticals
© 2006
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Chaos or control
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Meeting the Demand to Stay Connected
Attachments!!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
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The customer experience…..
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Communications Intensity• Expecting to reach someone internally within
hours or minutes–5 years ago – 77% –Today – 90%
• Expecting to reach someone externally within hours or minutes
–5 years ago – 38% –Today – 65%–(The Economist)
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Innovative or Ineffective?Communication
Devices and AppsProliferating…
…Have to UseMultiple
Methods of Reaching
Coworkers…
Daily 52%
…Unable to Reach
Coworkers on First
Try…Daily 36%
…Results inDelays and
Missed Deadlines
Monthly 22%
6.4 Types of Devices
EmployeesIncreasingly Mobile…
27% Traveling 1X Month Avg.
Source: Sage Research
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Impact of Communications... Healthcare / Survey of Nurses
Source: Forrester, Feb 2006
66%+ → Search more thanone channel to reach staff
84% → Time spent trying to reach staff impacts patient care
“Every minute engaged in tracking and locating others reduces a nurse’s availability for patient.”
- Forrester
Increase Patient Time,Reduce Time on
Low-Value Activities ...Without Increasing Staff
65% → 20-60+ min / dayjust trying to reach staff
Effective CommunicationEffective Communication
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SIP Enables Convergence
Simplifies Development; Rapid Feature Creation
High Degree of Interoperability
Allow Mixture of Products and Services
and Ensure Competitively Priced Equipment
Unification of Voice, Video, IM, Presence, and Other Data
Increased Communication
Productivity
Ability to Glue Together Voicexml, TTS, ASR, and Web
InnovativeApplication Creation
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Cisco Service-Oriented Network Architecture (SONA)
APPLICATIONLAYER
Telephony UnifiedMessaging
MeetingPlace
CustomerContact Video IM
Traditional Architecture / Services Oriented Architecture
PLM CRM ERP
HCM Procurement SCM
NETWORKEDINFRASTRUCTURELAYER
Network Virtualization
Data CenterBranchCampus Teleworker
Server Storage Devices
MAN/WAN
INTERACTIVE SERVICESLAYER
AdaptiveM
gmt
Services
Application Services
Mobility ServicesStorage Services
Security ServicesCompute ServicesIdentity Services
InfrastructureServices
Voice ServicesPresence ServicesSpeech Services
Session ServicesMedia Services
Identity Services
Policy Services
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The Business FlowCRM ERP II Industry App. Back Office
The Vision
BusinessEvent
BusinessEvent
Using Unified Communications to Streamline Business Processes
Current Reality
BusinessEvent
CRM ERP II Industry App. Back Office
Communication/collaborationrequired
Communication/collaborationrequired
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21Streamline and integrate communications more closely with business processes
Reach the right resource the right 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 Effective Communications
2020
© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Cisco Confidential
Questions?
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Cisco Unified Communications “Stack”
INFRASTRUCTURE
CALL CONTROL
RoutingRouting SwitchingSwitching AvailabilityAvailability AdministrationAdministrationManagementManagement QoSQoS SecuritySecurity
Hosted Call ControlHosted Call ControlCisco Unified
CallManager ExpressCisco Unified
CallManager ExpressCisco Unified CallManager
Cisco Unified CallManager
WorkplaceResourcesWorkplaceResources
Voicemail and UM
Voicemail and UM TelephonyTelephony Customer
Contact Solutions
CustomerContact
SolutionsAudio- and
VideoconferencingAudio- and
Videoconferencing
IP Video PhoneIP Video PhoneCisco Unified IP Phones
Cisco Unified IP Phones
Wireless IP PhonesWireless
IP Phones IP CommunicatorIP Communicator Unified Video Advantage
Unified Video Advantage
APPLICATIONS
DEVICESUnified Personal Communicator
Unified Personal Communicator
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Cisco Unified Application Environment• Consists of:
–Cisco Unified Application Designer–Cisco Unified Application Server–Cisco Unified Media Engine
• Application Integration Platform–Rapid application development environment–Integration w/ enterprise business applications
• Business impact–Accelerate deployments of Cisco Unified Communications–Strategic value to customer “stickiness”–Partner profitability through value add (ISV, SIs, Channel)
Critical SONA Proof Point: Linking Cisco Unified Communications to business processes, leveraging the power of the network
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Thank You
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