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© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1C97-574449-00

Introducing Cisco Voice and Unified Communications Administration

(ICOMM)

Cisco640-461

IT Certifications and Career

Paths


Why Unified Communications?


Agenda

Business Challenges Facing Small and Medium Businesses

How Unified Communications Can Make a Difference

Cisco® Unified Communications Success Stories


*Prioritized goals that CEOs may ask IT organizations to help drive

SMB Business Priorities for IT

Lowering operating costs

Acquiring / retaining customers

Improving workforce productivity

Improving product / process quality

Driving market offerings

Enhancing practices

Mindwave EMEA and U.S. research


Different Users, Different Styles, Different Workspaces

See Me, Contact Me,

Meet Me Online

Find Me, Follow Me

Call My Phone


Businesses Struggle to Keep Pace

EmployeeBusiness

Technology Advancements

Lack of Integration

Employee Preference

Users Taking Matters Into Their Own Hands


The Way We Work Is Changing and Technology Can Help

New and changing regulationsPoliciesSecurity

Empowered employeesCustomer intimacyLarger businesses

Social networks and Web 2.0Mobile workforceGreen initiatives

Legal SocietyCompetition

Operations across time zonesThe evolving workspace

Continuous connectivityReal-time information

TechnologyBusiness

UCUC


Using Unified Communications, You Can…

Secure My Business

Work from Anywhere

Be More Productive

Serve Customers

Better

Connect Everyone

Connect Collaborate


Unified Communications Can Make A Difference

… That Enable Connectivity and Collaboration

… to Help You Differentiate Your Business

Deliver Network and Communications Solutions …

…and Help Your Business Evolve


What Is Unified Communications?


It’s Just a Fancy Word for Voice

over IP.

It’s Just a Fancy Word for Voice

over IP.

It’s Voicemail in Your Email.

It’s Voicemail in Your Email.

Unified Communications – The Myths

It’s Just Skype.It’s Just Skype.

Whatever It Is, It’s More

Than I Need.

Whatever It Is, It’s More

Than I Need.

It’s Definitely Not for Small

Businesses Like Mine.

It’s Definitely Not for Small

Businesses Like Mine.

It’s Big, Complex, and Expensive.

It’s Big, Complex, and Expensive.

It’s Patching Things Together That Don’t

Work Together.

It’s Patching Things Together That Don’t

Work Together.


“Cisco Unified Communications solutions bring together voice, messaging, video, and desktop applications to enable companies to quickly adapt to market changes, increase productivity, improve competitive advantage and deliver a rich-media experience across any workspace.”

“Cisco Unified Communications solutions bring together voice, messaging, video, and desktop applications to enable companies to quickly adapt to market changes, increase productivity, improve competitive advantage and deliver a rich-media experience across any workspace.”

15

What Is Unified Communications?


Unified Communications Is Not a Product or Set of Products…

…Traditionally Diverse Modes of Communications…

…Helping You Quickly Adapt to Market Changes, Increase Productivity, and Improve Your Competitive Advantage.

…that Integrates, Unites, or Connects …

It is an Architecture…


Components of Unified Communications

Communications: Voice, data, and video

Messaging: Voice, email, video, and IM

Conferencing: Online, audio, and video

Application integration: Microsoft Office and CRM

Presence: IP phone, desktop clients, and call connectors

Common user experience: Desktop, phone, and mobility

Communications: Voice, data, and video

Messaging: Voice, email, video, and IM

Conferencing: Online, audio, and video

Application integration: Microsoft Office and CRM

Presence: IP phone, desktop clients, and call connectors

Common user experience: Desktop, phone, and mobility


The The Old Workplace ...Old Workplace ...


MobilityMobility

Virtual OfficeVirtual Office

Web PortalsWeb Portals

VideoVideo

Application IntegrationApplication Integration

Becomes the Unified Becomes the Unified WorkspaceWorkspace


Robust Phone Robust Phone System FeaturesSystem Features

Full Network Full Network Security Security

Secure Wi-Fi Secure Wi-Fi Access from Access from

Anywhere Anywhere

Tight Tight Integration Integration with Desktop with Desktop Applications Applications

Reliable Network Reliable Network InfrastructureInfrastructure

Full Line of Full Line of PhonesPhones

Only Cisco Can Deliver It All

Everything You Need to Unify Your Communications

Building the Unified Communications Experience for Small and Medium Businesses


The Phone Is Still a Phone, Cisco Just Makes It Easier and More Intuitive to Use

Four-digit extension-based dialing, even between different locations

Call forwarding and "find me, follow me" groups Elimination of long-distance charges for calls made

between different locations Conferencing in real time or Conference Bridge number

for scheduled calls Basic call center with dynamic call routing and agent to

group-level statistics On-phone directory look at personal, client, and company

contacts, plus missed, received, and placed call history Automated Attendant for auto direction to different

groups and a dial-by-name directory Call detail records that integrate with billing software and

department charge-back Intuitive end-user use of basic features such as transfer,

conference, hold, pick-up, and park

Screen Pop, Click to Dial

Basic Call CenterSingle

Number Reach

Voicemail in Outlook

Conference Bridge

Teleworker

Mobility


Take Advantage of Unified Communications Securely from Anywhere You Work

Home Office

Branch Office On the Road

With a Client


Cisco Unified Communications: Real Stories from Businesses Like Yours


Work from Anywhere

“Work is no longer a place. Work is where you are.”

Alan Sears, PresidentTBL Networks, Inc.

Virginia, USA

Cisco® Unified Communications helped TBL Networks look like a big company and fulfill a big company promise by making its staff easy to reach… in the office, at customer sites, at home, or on the move.

When customers or co-workers need to reach someone at TBL, they dial a single number that rings the staff member’s office phone, cell phone, and home-office phone. “We have just one phone number on our business cards, along with the line “How many phone numbers do you have?’”

Customers appreciate the simplicity, and the TBL staff appreciates the time saved.

http://preview.tinyurl.com/5t7cn2


Improve Productivity and Customer Service

“This is my workspace. When you work on cars, you trade time for dollars.”

Derek LathamSeyfer Automotive

Colorado, USA

With a Cisco® Unified Communications Solution, Seyfer technicians use wireless phones to talk to customers and access information from anywhere in the shop, so they do more and walk around less.

The Cisco system also provides a single point of administration for Seyfer’s firewall, wireless network, VPN connections for email, and more… in addition to managing the company’s phone system.

By saving the service manager 30 minutes a day, sales potential is increased by $200 to $400.


Improve Productivity

“Video changed the way we work with suppliers.”

When you’re working with suppliers half-way around the world, selecting materials can be a real challenge.

With Cisco® Unified Video Advantage, part of the complete Cisco Unified Communications Solution, a phone call becomes a video conference.

amaZulu can compare samples, make decisions, and begin product shipments in a fraction of the time.

To be more competitive, sometimes you have to change the way you work.

www.cisco.com/smb


Connect Your Phone and Desktop

“I do everything through my PC. I never touch the phone.”

Margaret ChaseEverything Tradeshows

Florida, USA

Cisco® Unified Communications Solutions do far more than integrate messaging by putting voicemail into your email.

Cisco Unified CallConnectors embed unified communications functions into the PC-based applications you and your staff use every day… Microsoft Outlook, Internet Explorer, applications such as Salesforce.com, and more.

You can place calls and answer calls without touching your phone… use presence capabilities to determine if a co-worker is available, send an instant message, transfer calls, and more.


Integrate Business Applications

“My staff spent 4 hours a day making appointment reminder calls. Now the system places the calls.”

One of the most powerful productivity tools integrated into the Cisco® solution built for Dr. Jayakar and Associates is the company’s automated appointment reminder system.

On-screen voicemail and separate mailboxes for patients, doctors, pharmacies, and insurance companies also increase productivity by reducing the time spent simply managing messages.


Secure Your Business and Offer Customers Choice

“With Cisco Unified Communications, we provide an exceptional business lounge experience.”

Christopher Lee, CEOGeek Terminal

Singapore

A place for business travelers to stop, Geek Terminal’s goal is to provide the best in communications technologies—to be the premier business lounge for the experienced traveler.

Applications developed by a Cisco® partner display live information on Cisco IP Phone displays, including flight arrival and departure information, news, and weather.

Geek Terminal also offers notebook PCs to customers with Cisco IP SoftPhone capabilities to enable them to make calls and receive calls from anywhere in the lounge.


Why Cisco?


What to Look For in a Unified Communications Solution

Complete solution that fits your business

Specialized local partners to guide you

Flexible purchase and finance options

Available service and support

Solution backed by a brand you can trust

Complete solution that fits your business

Specialized local partners to guide you

Flexible purchase and finance options

Available service and support

Solution backed by a brand you can trust


Cisco® Brand

Experience

Service

Support

Cisco CapitalSM

Partners

Technology and

Products

Cisco Solves the Challenges


Cisco’s Green Mission

Operations

Products

Solutions

Employees and Advocacy

Affecting How We Operate as a Business

Creating Efficiencies and Innovations in Our Products

Providing Solutions to Our Customers to Address Global Environmental Concerns

Inspiring Our Employees to Get Involved and Take Action

Forty-Three Percent of Small Businesses Have Been Asked by Large Customers About Their Environmental Practices.


Resources

Cisco.com Small and Medium Business: www.cisco.com/smb

Cisco® Unified Communications Business Advisor Tool for SMBs:http://www.ciscowebtools.com/ucbusinessadvisor

Forrester Research White Paper: Unified Communications for Financial Services SMBs:https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-FS.pdf

Forrester Research White Paper: Unified Communications for Manufacturing SMBs:https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-Manuf.pdf

Forrester Research White Paper: Unified Communications for Professional Services SMBs:https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-PS.pdf

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