Why Unified
Communications?
January 2010
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Agenda
Business Challenges
Facing Small and Medium
Businesses
How Unified
Communications Can
Make a Difference
Cisco® Unified
Communications Success
Stories
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SMB Business Priorities for IT
Lowering operating costs
Acquiring / retaining customers
Improving workforce productivity
Improving product / process quality
Driving market offerings
Enhancing practices
*Prioritized goals that CEOs may ask IT organizations to help drive
Source: Mindwave EMEA and U.S. research 2008
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Different Users, Different Styles,
Different Workspaces
Call My Phone
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Find Me,
Follow Me
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See Me,
Contact Me,
Meet Me Online
4
Businesses Struggle to Keep Pace
Technology
Advancements
Employee
Preference
Lack of Integration
Users Taking Matters
Into Their Own Hands
Business
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Employee
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The Way We Work Is Changing
and Technology Can Help
 Continuous connectivity
 Real-time information
 Operations across time zones
 The evolving workspace
Business
Technology
UC
Legal
 New and changing
regulations
 Policies
 Security
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Competition
 Empowered employees
 Customer intimacy
 Larger businesses
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Society
 Social networks and Web
2.0
 Mobile workforce
 Green initiatives
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Using Unified Communications,
You Can…
Serve
Customers
Better
Connect
Connect
Everyone
Be More
Productive
Secure My
Business
Collaborate
Work from
Anywhere
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Unified Communications Can
Make A Difference
…and Help Your Business Evolve
Deliver Network and
Communications
Solutions …
… That Enable
Connectivity and
Collaboration
… to Help You
Differentiate Your
Business
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What Is Unified
Communications?
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Unified Communications –
The Myths
It’s Just Skype.
It’s Just a Fancy
Word for Voice
over IP.
It’s Voicemail in
Your Email.
It’s Definitely
Not for Small
Businesses Like
Mine.
It’s Patching Things
Together That Don’t
Work Together.
Whatever It Is,
It’s More
Than I Need.
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It’s Big, Complex,
and Expensive.
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What Is Unified Communications?
“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.”
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Unified Communications Is Not
a Product or Set of Products…
It is an Architecture…
…that Integrates, Unites,
or Connects …
…Traditionally Diverse
Modes of
Communications…
…Helping You Quickly
Adapt to Market Changes,
Increase Productivity, and
Improve Your Competitive
Advantage.
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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
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The Old Workplace ...
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Application Integration
Video
Becomes the Unified
Workspace
Web Portals
Virtual Office
Mobility
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Building the Unified Communications
Experience for Small and Medium Businesses
Only Cisco Can Deliver It All
Reliable Network
Infrastructure
Robust Phone
System Features
Tight
Integration
with Desktop
Applications
Full Network
Security
Secure Wi-Fi
Access from
Anywhere
Full Line of
Phones
Everything You Need to Unify Your Communications
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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
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Single
Number
Reach
Basic Call
Center
Screen Pop,
Click to Dial
Conference
Bridge
Teleworker
Voicemail in
Outlook
Mobility
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Take Advantage of Unified Communications
Securely from Anywhere You Work
Branch Office
On the Road
With a Client
Home Office
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Cisco Unified
Communications:
Real Stories
from Businesses
Like Yours
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Work from Anywhere
“Work is no longer a
place. Work is where
you are.”
Alan Sears, President
TBL 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
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Improve Productivity and Customer
Service
“This is my workspace. When
you work on cars, you trade
time for dollars.”
Derek Latham
Seyfer 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.
http://tinyurl.com/637wzc
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Improve Productivity
“Video changed the way we
work with suppliers.”
Claire Evans
amaZulu, Inc.
Florida, USA
When you’re working with suppliers halfway 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
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Connect Your Phone and Desktop
Cisco® Unified Communications Solutions
do far more than integrate messaging by
putting voicemail into your email.
“I do everything through
my PC.
I never touch the phone.”
Margaret Chase
Everything Tradeshows
Florida, USA
Cisco Unified CallConnectors embed unified
communications functions into the PCbased 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.
http://tinyurl.com/637wzc
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Integrate Business Applications
“My staff spent 4 hours
a day making appointment
reminder calls. Now the
system places the calls.”
Dr. Sunita Jayakar
Practice Owner
California, USA
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.
http://tinyurl.com/5l3a7w
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Secure Your Business and Offer
Customers Choice
“With Cisco Unified
Communications, we
provide an exceptional
business lounge
experience.”
Christopher Lee, CEO
Geek 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.
http://tinyurl.com/67caxb
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Why Cisco?
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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
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Cisco Solves the Challenges
Cisco® Brand
Partners
Experience
Service
Technology and
Support
Products
Cisco
CapitalSM
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Cisco’s Green Mission
Operations
Affecting How We Operate
as a Business
Products
Creating Efficiencies and
Innovations in Our Products
Solutions
Providing Solutions to Our Customers to
Address Global Environmental Concerns
Employees and Advocacy
Inspiring Our Employees to
Get Involved and Take Action
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Forty-Three
Percent of Small
Businesses Have
Been Asked by Large
Customers About
Their Environmental
Practices.
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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/UCOffersValuetoSMBBusinessesManuf.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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