Reasons to Upgrade
Simon Brough EMEAR Collaboration
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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)
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End-to-End Solutions
• Instant Messaging and
Presence
• Mobility and Bring Your
Own Device (BYOD)
• Virtualization
• Conferencing (voice and
video, web)
• Customer Collaboration
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Improved
Profitability
Greater Revenues
• Increase collaboration
application sales
• Uncover services
opportunities
• Upgrade your installed
• Collaboration Breakaway
Plus
• Incentives
• Services
base
• Identify new and recurring
revenue streams
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Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control
for Video, Voice, Messaging, Mobility, B2B, IM & Presence.
Contact
Center
Unified
CM 9.1
B2B
Internet
Session
Manageme
nt
VCS Expressway™
Firewall Traversal
BYOD
Remote User
Video &
Voice TelePresence
Mobility/SNR
PSTN Gateway
Video
BYOD
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Mobility & IM
B2B
Virtualization
Contact Center
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CUCM 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

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5
%
CUCM 5.x
6%
2%
6000
2000
Untapped
Innovations
#
CUCM 4.x
CUCM 6.x
CUCM 7.x
CUCM 8.x
CUCM 8.5/8.6
CUCM 9.x
24%
37%
14%
16%
<2%
24,000
37,000
14,000
16,000
Less than
2000
4.x, 5.x
6.x, 7.x, 8.x
(61% of installed base)
Ease of Upgrading
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Source: CIBU PM
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Customer
Healthcare
3000 Users
Communications
5000 Users
Hospital
500 Users
Upgrade path
Reasons to upgrade
8.6.2  9.1
New voice features and
planning for future
expansion
7.1.3  9.1
Video, voice features,
Jabber™, SIP URI dialing,
and contact center features
8.0  9.1
Jabber, SIP URI dialing,
virtualization, ELM
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Incremental
revenue
New features/
functionality
$ 500,000
Voice features
$ 800,000
Video, Cisco® Jabber,
voicemail, voice features,
SIP URI dialing
$ 300,000
WebEx®, video (Cisco
TelePresence® EX, MX
Series), ELM
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Video
Unified
CM 9.1
Session
Management
Business Benefits
IT Benefits
• Increase customer intimacy through video collaboration
• Improve productivity through face to face
communication
• Reduce travel cost and carbon footprint
• Enable video for remote workers
•
•
•
•
•
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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)
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White Board
Key Questions to Ask Customer:
• “Do you have expert staff that need to cover large
areas?”
•
•
Expert per region
Answer: “Yes but we can not afford to hire enough”
“Do you close business face to face”
•
•
1) Remote Expert
Answer: “Yes…but travel by car and air is expensive”
“Are you afraid customers don’t read your key
communications?”
•
2) More Customer & Supplier facing time
Answer: “Yes…we spend a lot on marketing & copy writing but
probably only a small % is ever read before it is out of date”
vs.
X
Solutions & Benefit:
•
•
Deploy Video to key rooms and teams
•
•
Benefit: Experts cover larger areas & are more productive
$$
Internal Travel vs. Customer facing Travel
Deploy Cisco Remote Expert
•
Local Site:
• Banking
• Education
• Health
3)
New ways to consume & communicate
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
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BYOD
Unified
CM 9.1
Session
Management
Business Benefits
IT Benefits
• Increase employee productivity & flexibility with
preferred devices
• 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
• Easily Integrate into existing business applications
and processes
• Collaborate anytime, anywhere, from any device
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White Board
IT Department
Key Questions to Ask Customer:
• “Do staff want to use their own mobile devices at work?”
•
•
Security
“Are you concerned about staff having access to
sensitive company data on their own devices?”
•
•
Answer: “Yes…but IT will not allow as it is not secure”
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”
Jabber for Android
Solution
• Deploy Cisco Mobile Working and BYOD solution
Benefits
• 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
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Jabber for iOS & iPad
The User
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B2B
Unified
CM 9.1
B2B
Internet
Session
Management
VCS Expressway™
Firewall Traversal
Remote User
Business Benefits
IT Benefits
• Increase collaboration with customers,
partners & supply chain
•
•
•
•
• Extend video communications to teleworkers
• Reduce travel and carbon emission
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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
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White Board
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 costs
Cases
• Any business with low paid customer facing roles
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Change the perception of remote working?
• Poor VPN connectivity?
• No visibility of people?
• Poor Mobile reception?
Secure Remote
Working Across the
Internet
2 x Key Home Working
Applications:
• Webex for meetings
• Jabber for IM
Cisco Router to
Provide Secure VPN
with no Token needed
XX
+$$
For Staff
Video Options:
• Laptop Jabber
• Cisco Phone
• Cisco EX90
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Jabber & SNR
Instant Messaging
Single Number Reach
PSTN Gateway
Business Benefits
IT Benefits
• 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
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White Board
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”
For many users
Cisco is a Phone
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”
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Contact Center
Social Media Customer Care
Speech Self-Service
Virtual Contact Center Routing & Reporting
Multi-Media Capture & Storage
Web 2.0 Agent Desktop
Video-Enabled Customer Care
Multichannel / CRM
UC Integration
Business Benefits
IT Benefits
• 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-torecord
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Key Questions to Ask Customer:
• “How do you differentiate from your competitors?”
•
•
Answer: “We differentiate with our service not product”
CCX Add Report on Key
Team & KPI
“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
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White Board
Cisco on Cisco
Csat
+80% Incoming Calls,
Emails
$$$
Rev.
Stream
Outgoing
Campaign
Key Customer facing team & KPI for Business
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White Board
Key Questions to Ask Customer:
• “How quick is your time to answer?”
•
•
Customer Facing Team
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 teams
Benefits
• 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
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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
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Understand the User Workspaces
User Type
Primary Device
Secondary
Video
Other
Other
Boardroom
Power User
Office Worker
Mobile Office
Mobile Worker
Mobile Logistic
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• Identify Customer Facing teams
Mobile & office based sales
Customer support teams; general and technical
• Identify key revenue streams
Sales force New Business, Service Base Business or Blended
All models rely on good customer services; measurement is critical
• Identify areas of high cost in terms of human resource
Look at productivity of key teams; can we improve
Can 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 stream
Mobile sale forces need quick access to support staff
Support teams are about resolving customer queries in the shortest possible time
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• 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
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Available until
October 25, 2013
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
• 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
EX, C, MX and Jabber Video clients qualify
B2B
Unified
CM 9.1
Internet
Session
Management
VCS Expressway™
Firewall Traversal
Remote
User
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15 billion
Networked devices by
2015
Source: Cisco® VNI
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90%
$75 billion
of organizations will allow
personal devices
for work by 2014
predicted SaaS market in
2014 (up from $59 billion in
2013)
Source: Forrester
Source: Forrester
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Unified Call Control
Unified Provisioning
Virtualization
Unified Management
Unified CM 9.1
Unified Bandwidth
Management
Session
Management
Integrated IM &
Presence
ELM & EA
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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
Mobility
IM/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)
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