drive to 9

C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential 1C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved.

Reasons to Upgrade

Drive to 9Simon Brough EMEAR Collaboration

C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Enable customers to take advantage of next-generation collaboration experiences by upgrading to Cisco® Unified Communications Manager 9.1 or higher.

Video, Mobility, Bring Your Own Device (BYOD), Cloud, Contact Center, and Business to Business (B2B)

Drive To 9 – Overall Objective


End-to-End Solutions

• Instant Messaging and Presence

• Mobility and Bring Your Own Device (BYOD)

• Virtualization• Conferencing (voice and

video, web)• Customer Collaboration

Increase Your Revenues, Profits, and RelevanceGreater Revenues

• Increase collaboration application sales

• Uncover services opportunities

• Upgrade your installed base

• Identify new and recurring revenue streams

• Collaboration Breakaway Plus

• Incentives• Services

Improved Profitability


VCS Expressway™ Firewall Traversal

InternetB2B

Remote User

Cisco Unified CM 9.1 Architecture Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control

for Video, Voice, Messaging, Mobility, B2B, IM & Presence.

Session Management

PSTN Gateway

Mobility/SNR

Contact Center

BYOD

VoiceVideo &

TelePresence

Video BYOD Mobility & IM B2B Virtualization Contact Center

Unified CM 9.1


Availability of Key CUCM FeaturesCUCM 4.x/5.x CUCM 6.x/7.x CUCM 8.0.x CUCM 8.5/8.6 CUCM 9.1

Mobility (SNR, Office Dial) X Virtualization X X Jabber on Win/MAC/IOS (BYOD) X X X Video (Native support of Tandberg endpoints) X X X SIP URI-Dialing X X X X B2B (VCS Expressway) X X X X Centralized Licensing Management (ELM) X X X X Enabling Pervasive Video(e.g. CAC for video) X X X X


Customer Installed Base – Version Distribution

6000 2000 24,000 37,000 14,000 16,000 Less than 2000

Source: CIBU PM

CUCM 9.xCUCM 8.5/8.6CUCM 8.xCUCM 7.xCUCM 6.xCUCM 5.xCUCM 4.x

37% <2%6% 2% 14%24% 16%

#

%

Ease of Upgrading

Unt

appe

d In

nova

tions

4.x, 5.x6.x, 7.x, 8.x

(61% of installed base)


Customer Upgrade path Reasons to upgrade Incremental revenue

New features/functionality

Healthcare3000 Users 8.6.2 9.1

New voice features and planning for future expansion

$ 500,000 Voice features

Communications5000 Users 7.1.3 9.1

Video, voice features, Jabber™, SIP URI dialing, and contact center features

$ 800,000Video, Cisco® Jabber, voicemail, voice features, SIP URI dialing

Hospital500 Users 8.0 9.1 Jabber, SIP URI dialing,

virtualization, ELM $ 300,000WebEx®, video (Cisco TelePresence® EX, MX Series), ELM

Example Incremental Revenue From Upgrade Opportunities


Cisco Unified CM 9.1 Benefits: Video

Session Management

Unified CM 9.1

• Increase customer intimacy through video collaboration• Improve productivity through face to face

communication• Reduce travel cost and carbon footprint• Enable video for remote workers

• Unified Call Control for voice and video endpoints• Seamless Voice & Video interoperability • Unified configuration and management• Business-to-business (B2B) calling with SIP URI dialing• Improved bandwidth management (location-based CAC)

Business Benefits IT Benefits

Video


How to Introduce Video to Your Customer

Key Questions to Ask Customer: • “Do you have expert staff that need to cover large

areas?”• Answer: “Yes but we can not afford to hire enough”

• “Do you close business face to face”• Answer: “Yes…but travel by car and air is expensive”

• “Are you afraid customers don’t read your key communications?”

• Answer: “Yes…we spend a lot on marketing & copy writing but probably only a small % is ever read before it is out of date”

Solutions & Benefit:• Deploy Cisco Remote Expert

• Benefit: Experts cover larger areas & are more productive • Deploy Video to key rooms and teams

• Benefit: More budget for key travel & faster product/service development• Deploy Cisco Show & Share

• Benefit: Marketing costs reduced and communications improved

Cases• Banking, Health, Cisco on Cisco

White Board

2)

1) Remote Expert

More Customer & Supplier facing time

New ways to consume & communicate3)

vs.

Internal Travel vs. Customer facing TravelX $$

Expert per region Local Site:• Banking• Education• Health


Cisco Unified CM 9.1 Benefits: BYOD & Mobility

• Increase employee productivity & flexibility with preferred devices

• Easily Integrate into existing business applications and processes

• Collaborate anytime, anywhere, from any device

• Jabber support on multiple platform (Windows, Mac, iOS, Android), anywhere

• Support for integrated IM, Presence, Voice, Video, Desktop Sharing, Conferencing and Messaging

• Seamless interoperability with voice & video endpoints


Session Management

Unified CM 9.1

BYOD


How to Introduce BYOD to Your Customer

Key Questions to Ask Customer: • “Do staff want to use their own mobile devices at work?”

• Answer: “Yes…but IT will not allow as it is not secure”• “Are you concerned about staff having access to

sensitive company data on their own devices?”• Answer: “Yes this is our primary concern”

• “Would it be beneficial to offer BYOD as an HR policy?”• Answer: “Yes we could save money and make our staff happier” Solution

• Deploy Cisco Mobile Working and BYOD solutionBenefits• Staff can use there own device for work and private • IT can apply policy based rules to control what company

data staff can access and where• Business’ don’t have to buy or pay to insure/replace

expensive mobile devices• Workers also get mobile Collaboration solution IM etc.Cases• Any business with any mobile workers

White Board IT Department

The User

Jabber for iOS & iPadJabber for Android

Security


Session Management

Unified CM 9.1

Cisco Unified CM 9.1 Benefits: B2B & Remote Working

• Increase collaboration with customers, partners & supply chain

• Extend video communications to teleworkers• Reduce travel and carbon emission

• B2B calling over MPLS or Over-the-top (via Internet)• Firewall traversal support for video• Supports registration of remote endpoints (VCS Expressway)• Simplified reachability and extended interoperability with URI

dialing



InternetB2B

Remote User

B2B


How to Introduce Remote Working to Your Customer

Key Questions to Ask Customer: • “Do you have high staff turnover in key teams?”

• Answer: “Yes our customer services team”• “What is the impact?”

• Answer: “Reduced customer services levels, high recruitment & high training costs…staff leave after 2-3 years because they get bored and we can not keep increasing wages to compensate”

Solution• Deploy Cisco Remote working solution and introduce as

a reward to key staff under contract

Benefits• The best staff are offered flexible working as a reward• Key staff are retained up to 4-5 years• Customer service level is increased• Staff training & recruitment cost is reduced• Staff often report 10-20% increase in disposable income

due to reduced travel costsCases• Any business with low paid customer facing roles

White Board

Change the perception of remote working?• Poor VPN connectivity?• No visibility of people?• Poor Mobile reception?

Cisco Router to Provide Secure VPN with no Token needed

Video Options:• Laptop Jabber• Cisco Phone• Cisco EX90

2 x Key Home Working Applications:• Webex for meetings• Jabber for IM

Secure Remote Working Across the

Internet X X+$$ For Staff


Cisco Unified CM 9.1 Benefits: Improved Communications: Jabber & SNR

• Employee communication in any place, anytime.• Streamline communication and find contacts easily, on any device• Communicate quickly and effectively through IM/chat and presence

awareness• Simplify message management (directing unanswered calls to a Unity

Connection)

• Single Number Reach (SNR) for voice and video calls

• Fixed Mobile Convergence (FMC) - consistent user experience for desktop VoIP and mobile devices

• Secure encrypted calls across clusters for extension mobility


PSTN Gateway

Single Number Reach

Jabber & SNR

Instant Messaging


How to Introduce Jabber to Your Customer

Key Questions to Ask Customer: • “Do have an IM client?”

• Answer: “No…IM is ok but I don’t see how it can change your business”

• “Deploying Cisco Jabber can be much more than just IM and be fully integrated into your current solution ”

• Answer: “We have consider deploying Microsoft Lync IM because it is free”

Solution• Deploy Cisco Jabber as a FREE IM only offer and then

upgrade key users to full call control and video

Benefits• For FREE Cisco provide: IM, Directory access, Click to

dial Cisco Phone, Start Webex Meetings and Microsoft Office Integration

• Upgrading key users you can add: Full call control, video, control of 3rd party handsets “Extend and Connect”

White Board

For many users Cisco is a Phone


Speech Self-Service

Multi-Media Capture & Storage

Video-Enabled Customer Care

UC Integration

Social Media Customer Care

Virtual Contact Center Routing & Reporting

Web 2.0 Agent Desktop

Multichannel / CRM

Cisco Unified CM 9.1 Benefits: Customer Collaboration

• Excel in customer care, with responsive and relevant service that can be customized to individual customers

• Improve contact center operations with intelligent queuing, application integrations, and detailed reporting

• Reduce expenses (long-distance charges, network bandwidth and integration costs)

• Jabber Support for video-based contact center – Remote Expert

• Native call queuing options for \Automatic Call Distribution (ACD)

• Enhanced voice call recording with one-button-to-record


Contact Center


How to Introduce Customer Collab to Your Customer

Key Questions to Ask Customer: • “How do you differentiate from your competitors?”

• Answer: “We differentiate with our service not product”• “How do you measure customer service level”

• Answer: “We don’t…we have customer facing staff who we train well”

Solution• Deploy Cisco Customer Collaboration to customer

facing teams

Benefits• Use customer service index to drive key teams• Differentiate from the competition • Increase & new revenue streams for the customer• Maximize resource utilization & Productivity • Address “80-20” ratio and tackle lost customers

Cases• Cisco on Cisco Csat to measure Customer Services

White Board

OutgoingCampaign

CCX Add Report on Key Team & KPI

Key Customer facing team & KPI for Business

+80% Incoming Calls, Emails $$$

Rev. Stream

Cisco on Cisco Csat


How to Introduce Customer Collab to Your Customer

Key Questions to Ask Customer: • “How quick is your time to answer?”

• Answer: “We answer calls in under 10 minutes & emails within 4 hours”

• “Would answering customers in under 5 minutes improve your service?”

• Answer: “Yes and differentiate from our competitors” Solution• Deploy Cisco Click to chat capability in your web portal

& to key customer facing teamsBenefits• Reduce the customer answer time to minutes• Differentiate from the competition • Increase revenue by fixing customer issues that stop

sales • Increase revenues by highlighting key offers• Reduce the size and cost of your support teams Cases• Used by top retails and public services companies

White Board Customer Facing Team


Where to Start with your Customer?Understand the Workspace

Key Questions to Ask Customer: • “Do you know the profile of all your users”• “Do you know how they communicate now”

Objective:• Show how addressing Collaboration can improve the

Key Business metrics: • Improve customer service• Increase Revenue• Increase productivity• Differentiate from the competition • Develop new revenue streams• Identify & improve key business Process

Process:• Identify key user profiles• Identify key process• Demonstrate how to enhance the above with

Collaboration examples in this deck

User Type

Boardroom

Power User

Office Worker

Mobile Office

Mobile Worker

Mobile Logistic

Primary Device Secondary Video Other

Understand the User Workspaces

Other


How to Identify Key Business Process• Identify Customer Facing teams

Mobile & office based salesCustomer support teams; general and technical

• Identify key revenue streamsSales force New Business, Service Base Business or BlendedAll models rely on good customer services; measurement is critical

• Identify areas of high cost in terms of human resourceLook at productivity of key teams; can we improveCan we reduce cost be automating simple tasks; availability, account or order queries

• Identify specific points in the business where Collaboration touches the customer

Web portals are key and often linked to revenue streamMobile sale forces need quick access to support staffSupport teams are about resolving customer queries in the shortest possible time


Call to Action• Make sure you are familiar with the Drive to 9 Promotion offer

• For further enablement book one the dedicated CSL sessions via your PAM

• Visit the Drive to 9 resource centre Click Here for all program assets

• Contact your PAM to retrieve you customer installed base report


Q& ABack Up


Cisco Converged Call Control Investment Protection Plan

Allows customers to migrate selected endpoints to CUCM 8.6 or higher

License Transfer of endpoint registration at No Cost for endpoints UCSS is required for every device migrated

EX, C, MX and Jabber Video clients qualify• For every non traversal license, you can migrate 10 TelePresence single

screen endpoints at no cost• For every non traversal license, you can migrate 5 Jabber clients at no cost


InternetB2B

Remote User

Session Management

Unified CM 9.1

Available until October 25, 2013


Major Market Transitions

Networked devices by2015

90%

of organizations will allow personal devicesfor work by 2014

predicted SaaS market in 2014 (up from $59 billion in

2013)

15 billion

Source: Cisco® VNI Source: Forrester

$75 billion

Source: Forrester


Unified Provisioning

Unified Management

Integrated IM & Presence

Cisco Unified CM 9.1: Operational Efficiencies

Session Management

Unified CM 9.1

Unified Call Control

Virtualization

Unified Bandwidth Management

ELM & EA


Customer Business Value Proposition

Customer Collaboration

• Excel in customer care, with responsive and relevant service customizable to individual customers• Improve contact center operations with intelligent queuing, application integrations, and detailed reporting• Reduce expenses (long-distance charges, network bandwidth and integration costs)

VIDEO• Increase customer intimacy through video collaboration• Improve productivity through face to face communication• Reduce travel cost and carbon footprint• Enable video for remote workers

BYOD• Increase employee productivity & flexibility with preferred devices• Easily integrate into existing business applications and processes• Collaborate anytime, anywhere, from any device

B2B• Increase collaboration with customers, partners & supply chain• Extend video communications to teleworkers• Reduce travel and carbon emission

MobilityIM/Presence

• Employee communication in any place, anytime.• Streamline communication and find contacts easily, on any device• Communicate quickly and effectively through IM/chat and presence awareness• Simplify message management (directing unanswered calls to a Unity Connection)

drive to 9

Documents

cisco andor

webcustomer collaboration

overall collaboration

integration of cisco

customers organization

market opportunity

specific partner opportunity

base opportunity