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Introducing Cisco Voice and Unified Communications
- 1. Why Unified Communications? Technology Services and specializes in Cisco Unified Communications, CCNA, and CCNP classes. © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 1
- 2. Agenda Business Challenges Facing Small and Medium Businesses How Unified Communications Can Make a Difference Cisco® Unified Communications Success Stories © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 2
- 3. 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 © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 3
- 4. Different Users, Different Styles, Different Workspaces See Me, Contact Me, Meet Me Online Find Me, Follow Me Call My Phone © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 4
- 5. Businesses Struggle to Keep Pace Technology Advancements Lack of Integration Employee Preference Users Taking Matters Into Their Own Hands Business Employee © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 5
- 6. The Way We Work Is Changing and Technology Can Help Operations across time zones The evolving workspace Continuous connectivity Real-time information Business Technology UUCC Legal Competition Society New and changing regulations Policies Security Empowered employees Customer intimacy Larger businesses Social networks and Web 2.0 Mobile workforce Green initiatives © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 6
- 7. Using Unified Communications, You Can… Connect Everyone Connect Collaborate Secure My Business Serve Customers Better Work from Anywhere Be More Productive © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 7
- 8. Unified Communications Can Make A Difference Deliver Network and Communications Solutions … … That Enable Connectivity and Collaboration … to Help You Differentiate Your Business …and Help Your Business Evolve © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 8
- 9. What Is Unified Communications? © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 9
- 10. Unified Communications – The Myths It’s Just a Fancy Word for Voice over IP. It’s Voicemail in Your Email. It’s Just Skype. It’s Definitely Not for Small Businesses Like Whatever It Is, It’s More Than I Need. Mine. It’s Patching Things Together That Don’t Work Together. It’s Big, Complex, and Expensive. © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 10
- 11. 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.” © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 11
- 12. Unified Communications Is Not a Product or Set of Products… …that Integrates, Unites, or Connects … …Traditionally Diverse Modes of Communications… …Helping You Quickly Adapt to Market Changes, Increase Productivity, and Improve Your Competitive Advantage. It is an Architecture… © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 12
- 13. 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 © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 13
- 14. TThhee OOlldd WWoorrkkppllaaccee ...... © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 14
- 15. Application Integration Video Web Portals Virtual Office Mobility BBeeccoommeess tthhee UUnniiffiieedd WWoorrkkssppaaccee © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 15
- 16. Building the Unified Communications Experience for Small and Medium Businesses Only Cisco Can Deliver It All RRoobbuusstt PPhhoonnee SSyysstteemm FFeeaattuurreess FFuullll NNeettwwoorrkk SSeeccuurriittyy SSeeccuurree WWii--FFii AAcccceessss ffrroomm AAnnyywwhheerree RReelliiaabbllee NNeettwwoorrkk IInnffrraassttrruuccttuurree TTiigghhtt IInntteeggrraattiioonn wwiitthh DDeesskkttoopp AApppplliiccaattiioonnss FFuullll LLiinnee ooff PPhhoonneess Everything You Need to Unify Your Communications © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 16
- 17. 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 Single Center Number Reach Voicemail in Outlook Conference Bridge Teleworker Mobility © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 17
- 18. Take Advantage of Unified Communications Securely from Anywhere You Work Branch Office On the Road Home Office With a Client © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 18
- 19. Cisco Unified Communications: Real Stories from Businesses Like Yours © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 19
- 20. 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 © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 20
- 21. 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. © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 21
- 22. Improve Productivity “Video changed the way we work with suppliers.” Claire Evans amaZulu, Inc. Florida, USA 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 © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 22
- 23. Connect Your Phone and Desktop “I do everything through my PC. I never touch the phone.” Margaret Chase Everything 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. http://www.testbells.com/640-461.html © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 23
- 24. 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 © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 24
- 25. 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://www.testbells.com/640-461.html © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 25
- 26. Why Cisco? http://www.testbells.com/640-461.html © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 26
- 27. 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 http://www.testbells.com/640-461.html © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 27
- 28. Cisco® Brand Experience Service Support Cisco Solves the Challenges Cisco CapitalSM Partners Technology and Products © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 28
- 29. 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 Forty-Three Percent of Small Businesses Have Been Asked by Large Customers About Their Environmental Practices. © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 29
- 30. 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 © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 30
- 31. © 2010 Cisco Systems, Inc. All rights reserved. C97-574449-00 Cisco Confidential 31
Hinweis der Redaktion
- Today we are going to talk about how UC can change the way you do business and help you address your business challenges. We’ll start by talking about the challenges that businesses face today – We’ll focus on those challenges that small and medium businesses report as having the greatest impact on their business. Then we will review how UC can address these challenges –and illustrate with some actual case studies.
- From a business perspective, businesses must match technology and network solutions to critical business challenges —both today and for the future - to remain competitive and thrive. In a recent study by Cisco – Small and Medium business were asked to rank the business priorities or goals for IT over the next 12 months. As you can see– the top priorities are focused on customers, lowering costs and improving workforce productivity. Customers today are more demanding than ever. They face more choices in what and how they buy, and require a variety of different ways of communicating and getting information. Customers are used to shopping and interacting with businesses over the Internet, and they expect instant responses and rapid, personalized service. Reducing costs and increasing efficiencies and productivity include doing less with more while continuing to improve the bottom line. You may prioritize slightly differently or agree with the order depending on the focus of your business. What’s important to note is that Cisco has taken into account those areas where SMBs have stated they would like to improve performance and has solutions that can help businesses address these priorities.
- From an employee and user perspective, we find that there are several breeds of workers in the workforce today and each has a preference for how to communicate - from the standard telephone call to the single number reach capability to the use of presence and instant messaging.
- Today’s empowered employees often use the communications method they prefer most, even bringing technology into the workplace on their own. In the meantime, while the organization may be evaluating new technology, a lack of integration can result when the two are not in synch. As a result, businesses find themselves struggling to keep pace.
- Finally, the way we work today is changing – new regulations and policies as well as increased security needs affect us from a legal perspective. The need to compete with more and larger organizations requires a greater degree of customer intimacy. And employees expect empowerment in their jobs, including the tools and technology available to them. Finally, society is more and more concerned with “green initiatives”, the workforce is increasingly mobile and social networks and web 2.0 technologies proactively make their way into the workplace via the workers vs the company making the choice for them. As businesses operate across time zones, virtually 24/7, and access to continuous connectivity and real time information is required, technology can successfully bring the two together.
- Other studies have categorized SMB Business Challenges and the way business decision makers describe them as shown here Later, you’ll see how actual customers addressed them using Cisco unified communications. Connectivity Internal Offices Externally: customers remote access suppliers: B-2-B Security Data Applications Access Viruses Accessibility Work from anywhere Customer Service Personalized Accessible Organized Device-independent Productivity Better use of employee time Tools make it easier to work Transparency between systems, processes, functions
- Unified communications delivers solutions that run on the network which enable connectivity and collaboration and that can provide you a competitive advantage.
- You may ask: What exactly is Unified Communications? The answer is – it depends on who you are asking. While we can’t always define it, we know it when we see/use/experience it. We also know that myths prevail around what UC, including it not being something that works well or is beneficial to SMBs. For a better understanding of what UC is, let’s look at the Cisco and industry adopted definitions to start.
- The Cisco approved definition is above but you can find many definitions for UC in many place. Wikipedia says: “UC potentially includes the integration of fixed and mobile voice, e-mail, instant messaging, desktop and advanced business applications, Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, voice-mail, fax, audio video and web conferencing, unified messaging, unified voicemail, and whiteboarding into a single environment offering the user a more complete but simpler and more effective experience.” You’ll see later that the promise of Cisco UC matches up closely with this definition.
- Unified communications delivers solutions that run on the network which enable connectivity and collaboration and that can provide you a competitive advantage.
- UC can be comprised of many components (here is where we notice the similarity to the Wikipedia definition of UC), but again, it’s about “unifying” or “integrating” your existing communications systems, tools and devices with the productivity applications you use every day to deliver a broad set of communications to any device, anywhere. As a result, each user can have the same basic experience, regardless of whether they are in a fixed location or mobile.
- And so, UC, then, changes the old workspace – a phone and desktop computer into . . .
- The Unified Workspace - one that facilitates collaboration every time, everywhere, and includes everyone. It extends unified communications across both fixed (desktop, desk phones, etc.) and mobile workspaces (mobile phones, teleworker locations, etc). What prompts a customer to investigate or evaluation Unified Communications.
- While it often begins with the phone system, it can be much. much more. Using VoIP, you leverage one network to do more then just transmit phone calls or send email. The IP network supports the phone, provides security, wireless, integration with applications. In essence, it is doing it all. The industry and many consumers world wide have chosen VoIP as the way to communicate, similar to the transition of the TV broadcast industry from standard video to HD. There are enough company benefits that it if you are purchasing a new phone system you should consider leveraging VoIP. If you are going to a converged unified network, all elements in it should work and act as one. Cisco is the only solution provider that is able to deliver this. The system is automatically aware of what is happening on your network and everything works together. Cisco is also the only solution provider to claim the #1 or #2 spots in every element on this slide. When you invest in Cisco you are getting the most reliable and proven technology available. When you talk to other solution VAR’s or manufacturers, they will provide piece parts or partner with 3rd parties, a Netgear switch, Mitel phone system, Netscreen FW, D-Link phones…… It is a Hodgepodge of products that were never designed to work as a single unified communication network.
- We mentioned earlier that the move to UC often starts when a company is having issues with or are outgrowing their current phone system. Using the phone system and the phones in particular, as an example, you can see some of what UC offers. When we talk about how you communicate, we’ll highlight that the phone itself has features that are more accessible and intuitive for end-users to use. Basic features like conferencing multiple people on a call become painless but we also maximize the capabilities of UC, for example, by incorporating and providing basic call center capabilities so you can maximize sales and increase customer service. By providing the capabilities to view and use directories, to browse your voicemails, to access services like weather and stock quotes, to move from place to place and have the phone system recognize you wherever you are – and more.
- To address the globalization of business and address the need to communicate 24/7, Cisco provides you with location independence. Our solution comes with the necessary elements to give you access from anywhere you want to work. As long as you have access to the internet you can securely connect to your office and get email, upload saved data, receive a phone call, video conference in an expert from a home office. TRUE location independence. Let’s look at some real life scenarios that showcase the benefits customers have reaped by implementing Cisco Unified Communications.
- Small businesses need to successfully compete against larger competitors but want to do so without continually hiring additional people. Keeping costs down and ensuring high productivity are priorities. TBL Networks of Glen Allen, VA, was challenged to compete against larger resellers Provide excellent customer service and Reduce costs By implementing Cisco UC (CUCMBE, Unity Connection, MPE, CCX) the company was able to: Offer a 1-hour service-level agreement that was better than it’s competitors’ Keep personnel costs down by making existing engineers more productive Double revenues in 6 months w/o increasing staff headcount Save $57K by operating w/o office space for nine months Develop custom applications four times faster than usual
- Seyfer Automotive, Inc. made its nine employees more productive with the Cisco Smart Business Communications System. BUSINESS RESULTS Freed up 30 minutes daily for the service manager, resulting in one or two additional daily repair jobs worth US$200 to $US400 Made it easier for customers to reach the right person, on the first try Reduced number of network devices to maintain from four to one
- This small supplier changed the way they work to provide a competitive advantage. BUSINESS RESULTS
- This tradeshow firm uses the Smart Business communications system to improve responsiveness and increase sales. BUSINESS RESULTS included: Faster response to customer messages Increase in number of telemarketing calls by 500% Reduced phone costs
- Dr. Jayakar and Associates wanted to greatly improve productivity and provide excellent, personalized care for patients. After installing the Smart Business communications System, they achieved the following: BUSINESS RESULTS Automated appointment reminder calls reduce staff time by up to four hours per day. Voice View Express improves message management and helps prioritize patient response. Directory and one-touch dialing enables greater staff productivity. Secure remote access to patient records provides enhanced patient care. Integration with practice management software for expedited claims processing. One of the most powerful productivity features for Dr. Jayakar’s office is the automated appointment reminder system. “The staff used to spend four hours a day making appointment reminder calls. Now they spend 15 minutes a day uploading the information and the system places the calls,” said Dr. Jayakar On-screen voice mail and separate mailboxes for patients, doctors, pharmacies, and insurance companies also increase productivity by reducing the time required for message management. Now insurance companies calling to authorize procedures can simply select the appropriate mailbox and leave a message. Doctors and staff can visually scan the messages for a specific authorization and add it the patient’s file. The same tool allows critical calls to be immediately forwarded to the doctor. “We used to check messages twice a day. It was a long process just to see if one procedure had been approved,” said Dr. Jayakar. “The new phone system lets us retrieve messages very selectively and much more efficiently, because we can quickly access the message we need when we need it.”
- Geek Terminal wanted to provide a facility with best in class technology to business travelers that wanted a comfortable place to meet and/or work utilizing a full suite of business center facilities and concierge services. A primary requirement was for secure access to data and scalability as Geek Terminal grew. Geek Terminal installed the Smart Business Communications system and achieved the following: Improved network reliability and stability New services for customers that would be accessed using the Cisco Unified IP Phones Highly secure Internet access Ability to provide user friendly, technologically up to date services to mobile users The ability of SBCS to provide all of this sealed the deal for CEO, Christopher Lee
- So, why choose Cisco over others?
- When evaluating what to look for in a UC solution, you get it all with Cisco.
- We have a huge worldwide base of knowledgeable and skilled partners to provide sales, installation and support. Cisco has millions of small business customers and a solid reputation as a market leader. Cisco offers small businesses the largest breadth and depth to address unique small business challenges; we have the right products and solutions, sold and delivered how you want them and wherever you are. Cisco’s brand and years of experience in UC offer SMBs peace of mind. Channel partners are available in every corner of the globe. Finally, an array of financing is available to remove barriers to investing in the technology you need now.
- And as embracing “Green” becomes more and more important in the world, know that Cisco is committed to it. Out Eco-Board’s mission is to: Impact how we operate as a company Create efficiencies and innovations in our products Provide solutions to our customers to address global environmental issues Inspire our employees to get involved and to take action
- In closing, a lot of useful information related to what UC is and how it is benefitting businesses today is available for your use in understanding and evaluating your options.