Introducing
Cisco Unified Communications
Karen Bissani
Sr. Manager, Unified Communications Applications
Product & Technology Marketing
March 17, 2006
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
1
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
2
Innovation Has Created Complexity
Communication
Devices and Apps
Proliferating…
…Unable to
Reach
Coworkers
on First
Try…
…Results in
Delays and
Missed
Deadlines
Daily 36%
6.4 Types of Devices
Monthly 22%
Daily 52%
27% Traveling
1X Month Avg.
Employees
Increasingly Mobile…
KDB 3/17/06
…Have to Use
Multiple
Methods of
Reaching
Coworkers…
Source: Sage Research
© 2006 Cisco Systems, Inc. All rights reserved.
3
Ineffective Communications Results in
Project Delays and Work Slow Down
“How frequently does a project get
delayed due to difficulty in reaching key
decision-makers when needed?”
It seldom occurs: 19%
It is not an issue: 3%
“What is the impact on the business
when workgroups experience delays
in reaching key decision-makers
for critical issues?”
It causes some
slowdown: 62%
It occurs on
a regular
basis (i.e.,
weekly or
daily): 27%
It occurs a few times
per quarter: 51%
Base: 67 North American IT decision-makers
Source: Forrester’s March 2005 Next-Generation Communications Study
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
We can generally work
around the issue: 11%
It causes
work to halt
until the key
decision
maker
becomes
involved:
27%
Source: Forrester Research
4
Communications Business Process
Integration
2000: The Vision
Business
Event
2006: Current Reality
CRM
ERP II
Industry App.
Back Office
CRM
ERP II
Industry App.
Back Office
Business
Event
Human Middleware Required
Human Middleware Required
Near Term Future—Streamlined Business Processes
Business
Event
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
5
Streamline Business Processes
Customer calls acct
rep with a question
before placing an
order
Uses Presence to
Locate production
manager
Account Rep answers
with cell phone
Immediate web, video
and audio
Using wireless, logs
into Unified Personal
Communicator
Agreement viewed by
all parties
Acct Rep call customer
provides info and
receives order
Speed Decision-Making and Streamline Business
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
6
Cisco Unified Communications
Cisco Strategy: create solutions
that enable more effective
communications that directly impact
businesses’ top and bottom line
KDB 3/17/06
Effective
Collaborative
Open
Eliminate
communications
complexity and
reach the right
resource the
first time
Applications
that enable
user-controlled
productivity
anywhere, anytime
with any device
Standards-based,
Secure Systems,
built into the
Intelligent
Information
Network
© 2006 Cisco Systems, Inc. All rights reserved.
7
IP Communications Adoption
Effective Communications
1
Media
Convergence
OPEX Reduction
Begins with
Your IP
Network
2
KDB 3/17/06
Service
Convergence
New
Capabilities
Network
Simplification
And Delivers
Integrated security
and Applications
Movement
1997
3
Virtualization
2001
© 2006 Cisco Systems, Inc. All rights reserved.
Communications
Experience
Convergence
Through a New
Experience
Applications
2006
2009
8
Introducing
Cisco Unified Communications
Cisco Unified Communications System
Channel
Partner Tools
& Programs
Pricing,
Packaging and
Financing
Technology
Partners
Marketing
Services
Part of the Business Communications Solution
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
9
Unified Communications System
Introducing the Cisco Unified
Communications System
• An open and extensible platform for real time
communications based on an intelligent network:
Call Processing Intelligence
Presence Intelligence
Location Intelligence
• Rich-media communications applications
Unified
Open and extensible
• Tools to manage the entire portfolio
A System that Enables Effective
Communication from Your Network
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
10
Unified Communications System
The Cisco Unified Communications
Platform for Real-time Communications
New
Cisco Endpoints
• Native SIP Support on Cisco
Unified CallManager, Unified
CallManager Express and Unified
SRST
• Choice of Appliance model or Open
Operating System model for Cisco
Unified CallManager
•
•
•
•
Cisco 7911G
Cisco 7941G-GE
Cisco 7961 G-GE
Enhanced SIP support for 7911G,
7941G, 7941G-GE, 7961G, 7961GGE, 7970G, 7971G-GE
Major Updates/Upgrades
Partner Endpoints
• Cisco Unified CallManager 5.0
• Cisco Unified CallManager Express
• Cisco Unified Survivable Remote
Site Telephony
• Support for China, Korea, & Japan
• Nokia Dual-Mode Phones
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
• RIM Blackberry 7270
• Arc Attendant Console
11
Unified Communications System
Cisco Unified CallManager 5.0
• Enhanced services and application delivery
Native Line-side SIP support for SIP devices
and applications
SIP trunk-side enhancements
Presence enablement
• Intelligent Media Bandwidth Reservation
using RSVP Agent
• Available on Appliance Model today for
simplified deployment and management
• Available on Open Operating System within
12 months
• Support for Japanese, Korean and
Chinese languages
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
12
Appliance Model for
Cisco Unified CallManager 5.0
• What is it?
Complete hardware/software solution
Alternative operating system
Software solution
Interfaces provide access to system
Supported on Cisco MCS servers
• Benefits
Reduced installation time
Upgrade Simplicity
Increased Resiliency
Software can be loaded on approved
HP & IBM servers
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
13
Unified Communications System
Cisco Unified CallManager Release Map
OPEN SERVER PLATFORM
4.0(2a)
4.1(3)
4.2
Appliance Platform and
Open Server Platform
5.X
APPLIANCE PLATFORM
OS Independence, Merged
Code Base
5.0
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
14
Unified Communications System
Cisco: Thought Leadership in SIP
Native support for SIP Phones in Cisco Unified
CallManager and Unified CallManager Express
Rich Media Conferencing – Cisco Unified
MeetingPlace
SIP Softphone Clients – Cisco IP Communicator,
3rd Party Applications
SIP Unified Client – Cisco Unified Personal
Communicator
SIP 3rd Party Call Control for Contact Centers
and Applications
SIP Survivable Remote Site Telephony (SRST)
2006
2004
2000
Rich SIP Trunk-side Interfaces
Enterprise Call Agents And Applications
Cisco CallManager, Cisco CallManager Express
Cisco Unity, Cisco MeetingPlace
SIP Gateways, Service Provider
Call Agents, Basic SIP Phones
Cisco has built a foundation of SIP gateway and service provider services.
Cisco is now building on this foundation to provide SIP IPT out to the edge phone device.
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
15
Unified Communications System
Native SIP seamlessly integrates into the resilient
Enterprise Architecture
Cisco Unified SRST
Cisco Unified CallManager
Router/
Gateway
Branch Office 1
Headquarters
IP WAN
Branch Office N
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
16
Unified Communications System
Native SIP seamlessly integrates into the resilient
Enterprise Architecture
Cisco Unified SRST
Cisco Unified CallManager
SRST/SIP
Router/
Gateway
SIP
Branch Office 1
SIP
Headquarters
SRST/SIP
IP WAN
SIP coexisting or in place of SCCP
SIP
Branch Office N
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
17
Presence Awareness
• What is “Presence”?
Information about a person’s
willingness and availability to
communicate
• Examples of presence in action today
IM “Buddy List” status indication
“Busy” tone on traditional phone
Contact Center Agent status
• Publish / Subscribe
Clients publish presence information to other users who are
called subscribers
• MPOP, Federation and “Presence by Observation”
Combining presence information from multiple devices and
making this information available for other applications
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
18
Cisco Unified CallManager 5.0 Presence
Features
Presence Indication available with:
Speed-dial buttons
Call history logs
Directory
Icon
Status
Unknown
Busy
Idle
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
19
Cisco IP Phone Messenger
• Cisco IP Phone users (with Cisco Unified CallManager v5.0 or later)
can see the on/off hook states of other users’ IP phones
• Users can send or reply to
messages from their Cisco IP
Phones using predefined
templates or composing
text messages
• Users can call back IM senders
by hitting one button
• Implements presence enabled
contact list on the phone
• Will support future integration with
other IM clients and presence sources
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
20
Cisco Unified CallManager
Express Version 4.0
Increased Business Productivity and
Ease of Management
• New productivity applications
• Easier to configure, deploy, manage
• Tele-worker, IP Communicator, Unified
Video Advantage and, Unified IP
7911/41/61 phones support
• Inter-networking with Cisco Unified
CallManager 5.0
• New localizations: Polish, Finnish,
Bulgarian, Russian
• Available: Early Adopter – April 2006,
General Availability - June 2006
Plus enhanced SIP support from v3.4!
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
21
Continuous Development In Endpoints
Cisco Unified IP Phone
7970G/7971G-GE
Cisco Unified IP Phone
7985G
Cisco Unified Video
Advantage
Cisco Unified IP Phone
7960G / 7961G / 7961G-GE
Cisco IP Communicator
Cisco Unified Wireless
IP Phone 7920
Cisco Unified IP Phone
7940G / 7941G / 7941G-GE
Cisco ATA 186 / 188
Cisco Unified IP Phones
7905G/7912G/7911G
Cisco Unified IP Phone
7902G
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco VG248 Analog
Phone Gateway
22
List Price
Newest Additions to the
Cisco Unified IP Phone Portfolio
Additional
Enhanced IP
Phones
Existing Portfolio
of Best-Selling IP
Phones
Executive
Cisco Unified IP
Phone 7970G
Enhanced
Manager
Manager
Business
Enhanced
Business
Cisco Unified IP
Phone 7960G
Enhanced
General
Purpose
Basic
Cisco Unified IP
Phone 7940G
Cisco Unified IP
Phone 7912G
Cisco Unified IP
Phone 7961G
Cisco Unified IP
Phone 7941G
Cisco Unified IP
Phone 7911G
Enhanced
Power &
Data
Throughput
Options
Enhanced
Applications
Capability
Unicode Support for
Asian Localization
Features
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
23
Nokia Dual Mode Solutions
for Enterprise
E60
• Nokia is developing an SCCP client on
their dual-mode Nokia Eseries devices
Available Fall, 2006
• User manually selects network
In WLAN, operates as an IP Phone with
Cisco CallManager feature access
In public GSM network, operates as an
GSM cellular phone with features offered
defined by the GSM carrier
E61
• Couple with Cisco Mobile Connect
application to provide flexible enterprise
forwarding/screen services
E70
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
24
Unified Communications System
Cisco Unified Communications Applications
New Cisco Applications
• Cisco Unified Personal
Communicator
• Cisco Unified Presence Server
• Cisco Unified Customer Interaction
Analyzer
Updates to:
•
•
•
•
•
•
•
•
•
Cisco IP Communicator
Cisco Unified Video Advantage
Cisco Unity
Cisco Unity Connection
Cisco Unity Express
Cisco Unified MeetingPlace Express
Cisco Unified Contact Center – Enterprise
Cisco Unified Contact Center – Express
Cisco Unified Contact Center – Hosted
Cisco Middleware Support
• Microsoft Office Communicator
using Cisco Presence Server
• Cisco Unified CRM Connector
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
25
Unified Communications System
Cisco Unified Presence Server
Traditional
Phone
Dual Mode
Phone
IP Phone with
Browser
Mobile Phone
with Browser
Mobile Data
with Voice
Available
May ‘06
Soft phone
Effectively connecting devices…
3rd Party
Clients
and
Services
Presence/
SIP
Network
Cisco
Clients
SIP
SIMPLE
Cisco Unified
Presence Server
…to intelligent services in the network…
Location
Services
KDB 3/17/06
Unified
Cisco Unity
Unified
MeetingPlace
Connection Contact Center
Express
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Unified
CallManager
Express
Cisco Unified
CallManager
26
Unified Communications System
Available
May ‘06
Cisco Unified Personal Communicator
Powerful productivity tools in a single Cisco Experience
Unified Presence
Server
CallManager 5.0
Presence State, Services
IP Communications System
• Intuitive User Interface
Unity Connection
Intelligent Voice Messaging
• Presence-enabled
• Call, Collaborate, Escalate
MeetingPlace Express
Web Conferencing
• Desktop Video Calling
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
27
All-in-One Communication Tool
Voice, Video, and Email
Presence
Preferred Device
Voice Mail Playback
Contact lists
Unified Personal Communicator
Document Sharing
Conferencing
Directory Searches
Communication Logs
Mobility
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
28
LCS 2005 and MOC integration
• Implements CSTA to CTI bridge
to integrate with existing LCS
2005 interfaces
• Provides click-to-dial, phone
hook status reporting and
general phone control from
MOC client
• Will migrate over time to a pure
SIP solution for better
scalability
MS Office Communicator user
with Cisco Unified IP Phone
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
29
Cisco Unified Communication Clients
Cisco IP Communicator v2.0
Now
Available
• Productivity on the road, at home or in the office
• Saves time and helps reduce cell phone and long
distance charges
• Easy to use, easy to manage, with expanded
receiving call & dialing capabilities
• Support for Cisco Unified Video Advantage 2.0
Cisco Unified Video Advantage v2.0
• Scales scarce resources without travel time or expense
• Enables faster, more focused transactions, speeds
decision-making
• Builds relationships remotely, bridging language/
cultural barriers
• Supports Cisco IP Communicator 2.0 for mobile video
telephony
Available
• Enhanced user interface
May ‘06
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
30
Cisco Unity 4.2
Update
Premier, Enterprise-class Messaging Platform
for Multi-site Deployments
• Voicemail, unified messaging & integrated
messaging options
• Key capabilities to facilitate Octel & Nortel EOL
system replacement
• NEW
Streamlined TUI & “message send” & urgent
message flag “toggle”
Alternate key map enhancements/customization
PBX IP Media Gateway/PIMG branch office
consolidation support
PIMG support for integrations to Nortel Succession,
and Rolm 9751 v. 9005
Unity Voicemail for Lotus Domino
Mixed VM/UM licensing for systems with 1500+
users
• Supports 30 languages (added Flemish, Polish &
Russian)
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
31
Cisco Unity Connection
Simple, Easy-to-Install Voicemail
System for Single Sites
New
• Supports up to 72 ports,
1,500 users on single server
• Integrated messaging to receive voicemail in
email clients
• Enhanced productivity features
Speech navigation for voicemail browsing &
directory dialing
Personal Call Transfer Rules
• Multiple language support
Australian English, European French, French
Canadian, German, Japanese, UK English, and
US English
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
32
Cisco Unity Express 2.3
Easy, Affordable Voice Mail
& Automated Attendant
Available
Q2 CY06
• Rich features & functionality
IMAP compliant e-mail integration
“Browse” voice mailbox via Cisco IP
Phone display
• Extensible & open
150, 200, 250 mailbox options
NM-CUE-EC Licences
New Languages:
Japanese, Mexican Spanish, French
Canadian, Chinese (Mandarin), Korean
• Easy to configure, deploy & manage
with Cisco Unified CallManager,
Cisco Unity, and Cisco Unified
CallManager Express
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
33
Cisco Unified MeetingPlace Express
Voice and Web Conferencing Solution
• Powerful functionality
Extensive voice conferencing capabilities
Control meetings and share content from web
Simple setup and attend from web and phone
• Simple to deploy and manage
Single-server, Linux-based software
• Setup & manage meetings from Cisco
Unified IP phone UI
Join & initiate meetings, see who is in
the meeting, perform basic meeting management
Industry
First
• Directory integration automates profile setup &
simplifies authentication
• Ideal for medium size organizations
20 - 120 concurrent users
• Additional Language support H2CY06
Active roster—Current speaker
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
34
Cisco Unified Contact Center Enterprise
What’s New?
• Support for Unified CallManager 5.0
• Central Provisioning and Partitioning
Simplified for Cisco Unified Contact Center,
Cisco Unified CallManager
• System Partitioning
Multi-tenant Support for Enterprise
Configuration, Scripting, Reporting
• Supported on Enterprise and Hosted
Systems
PLUS
• Cisco Unified Customer Interaction
Analyzer
• Enterprise Resources
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
35
Cisco Unified Customer Interaction Analyzer
New Approach to Analytics
• Turn unstructured call & self-service content
into structured, usable customer data
• For a “complete” picture of each interaction,
the Cisco Unified Customer Interaction
Analyzer Application draws from multiple
data sources
Customer Conversation Stream
CSR Conversation Stream
Telephony Events
IVR Conversation Stream
IVR Logs
Customer Databases
• Identifies patterns in key interactions variables
Call Type/Categorization – why has this customer
called in?
Customer State of Mind
CSR Connection to the Customer
Call Handling Effectiveness
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
36
Cisco Unified Contact Center
Enterprise Resources
• Mobile Agent Solution
Agents can now log-on from any
device (cell phone, hotel, home)
Agents can select the number they
want to receive ACD calls on
• Enterprise Expert
Non-typical contact center agent
Doesn’t require Agent desktop or
log-in
Intelligently route contacts to all
resources and monitor all resources
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
37
Introducing
Cisco Unified Communications
Cisco Unified Communications System
Channel
Partner Tools
& Programs
Pricing,
Packaging and
Financing
Technology
Partners
Marketing
Services
Part of the Business Communications Solution
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
38
Marketing
Marketing—Changing the Playing Field
• Communications is strategic
business tool—not a technology
• Marketing to business decision
makers
• New portfolio name
• New collateral—systems oriented
• New Advertising
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
39
Pricing, Packaging & Financing
Pricing and Packaging
New Pricing Methodology
• Choice of a la carte ordering or Software
application packages-to drive
applications adoption
• Services matched on a per seat
user or application model—hardware and
software support bundled – makes it
easier for partners to do business with
Cisco
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
40
Services
Services: New Systems-level Services offered
with or through Cisco Channel Partners
Cisco Planning and Design
Cisco Optimization
NEW Service Bundle
NEW Service
NEW Cisco Essential Operate Services
SMB Support Assistant
SMARTnet*
SAS/SASU*
Prepare
Plan
Design
Implement
Operate
Optimize
*Availability Limited to Products Like CallManager Express or Unity Express
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
41
Cisco Technology Development Partner
Programs
• SIP Verified Program
-Independent SIP endpoint verification
-Vendors register and test through 3rd party
to verify SIP interoperability
- Additions to Solutions Plus Program
-Arc Attendant Console
-Nokia Dual-Mode Phone license
- Additions to TDP Program
-RIM Blackberry 7270 Wireless Handheld
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
42
If You Missed VoiceCon…
• John Chambers Keynote at VoiceCon - VoD available:
http://newsroom.cisco.com/webcast/voicecon.html
• Visit http://cisco.com/go/unified for...
Launch & Product Flash Demos
Cisco Unified Communications
Solutions Guide
White Papers, presentations, etc.
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
43
In Summary,
Cisco Unified Communications will help to…
 Boost productivity through solutions that enable
smarter, more effective communications
 Streamline business processes to transform
business
 Achieve better value from existing resources and
applications
 Help businesses manage costs more effectively
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
44
Questions?
Cisco Consultant HOTLINE:
CiscoCLP@Cisco.com
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
45
KDB 3/17/06
© 2006 Cisco Systems, Inc. All rights reserved.
46