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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