Customer Collaboration EMEAR Partner Sales Summit 2013. Chris Botting. Ross Daniels. Senior Director, Collaboration Business Applications BU @cbott83. Director, Customer Collaboration Marketing @rdaniels1999. March 7, 2013. Disclaimer. - PowerPoint PPT Presentation
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Customer Collaboration EMEAR Partner Sales Summit 2013Ross
DanielsDirector, Customer Collaboration Marketing@rdaniels1999March
7, 2013Chris BottingSenior Director, Collaboration Business
Applications BU@cbott83 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential# 2011 Cisco
and/or its affiliates. All rights reserved.Cisco Confidential# 2011
Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#DisclaimerThe Cisco products, services or features
identified in this document may not yet be available or may not be
available in all areas and may be subject to change without notice.
Consult your local Cisco business contact for information on the
products or services available in your area. You can find
additional information via Ciscos World Wide Web server at
http://www.cisco.com. Actual performance and environmental costs of
Cisco products will vary depending on individual customer
configurations and conditions. 2011 Cisco and/or its affiliates.
All rights reserved.Cisco Confidential#
Thank You! 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential# 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#
Market Landscape December 2012
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#Clearing: You all know that theres been a lot of
interesting news lately. Lets go over some of it.
Key points: Were doing our part in Innovation and Execution, but
were getting some help as well. Certainly, weve been in the news as
well, and weve got our own challenges. Were addressing those head
on, and focusing on core priorities, and that includes
Collaboration
Transition: Lets start by looking at how weve delivered on some
of the Innovation introduced last year5
Market Landscape March 2013
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#Clearing: You all know that theres been a lot of
interesting news lately. Lets go over some of it.
Key points: Were doing our part in Innovation and Execution, but
were getting some help as well. Certainly, weve been in the news as
well, and weve got our own challenges. Were addressing those head
on, and focusing on core priorities, and that includes
Collaboration
Transition: Lets start by looking at how weve delivered on some
of the Innovation introduced last year6
Press Coverage
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#Clearing: You all know that theres been a lot of
interesting news lately. Lets go over some of it.
Key points: Were doing our part in Innovation and Execution, but
were getting some help as well. Certainly, weve been in the news as
well, and weve got our own challenges. Were addressing those head
on, and focusing on core priorities, and that includes
Collaboration
Transition: Lets start by looking at how weve delivered on some
of the Innovation introduced last year7Cisco Customer Collaboration
Contact Center Results
#2 ACD ShareQualityAwards29.3%2011Gained 4 points y/yClosed Gap
with Avaya by 33 points since 07
2012 CRM Service Award Winner - IVR
Customer Satisfaction4.33FY122012 CRM Service Award Leader CC
Infrastructure
Cisco ConfidentialSource: Gartner#1 in IVRSource: Tern
Systems41.2%2011Opened 25 point gap over Genesys, Avaya
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#8
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential# 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential#
Faster to Yes 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential# 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#
Evolving Leadership 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential# 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#
MobileSmartphone will significantly impact Customer
CareVirtualContact Center shared services models, Cloud, Server and
desktop virtualization economics .SocialBrand protection, lead
generation and customer serviceVisualVirtual experts and
branch/retail kiosksTogether We are Leading the WayEngineering,
Innovation and Leadership 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#
Dreamers Have WishesWinners Have Plans 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential# 2011 Cisco
and/or its affiliates. All rights reserved.Cisco Confidential#
5Winning Pays
4Product Entry Points
3FoundationalCapabilities
2Cross Portfolio Solutions
1Market Leadership 2009 Cisco Systems, Inc. All rights
reserved.Cisco ConfidentialPresentation_ID# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#
Farm installed baseNearly 75% of existing CUCM customers use
other vendors CCCC Refresh Cycle creates large sales
opportunityUpgrading customers to UC and CC 9.0 keeps Microsoft
outIndustry Average attach rate is 60% PBX to CC
5Winning PaysCommunications ManagerInstalled
Base$3,611M$856M$755MCC 26%Attach30% Attach Rate - $100M
Incremental 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential#
Increase attach rate to new UC deals88% of all new CUCM sales do
not contain UCCX Nearly all UC opportunities have a help desk, HR
dept and/or inside sales desk needsContact Center is key
differentiator for Cisco vs MicrosoftNo reason to leave money on
the table!
5Winning PaysCommunications ManagerNew Sales$544M$104M$62MCC
12%Attach20% Attach Rate - $42M Incremental 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#
Attack the Avaya installed base
5Winning PaysContinued vulnerability, poor customer
sentimentExecutive departures, layoffsWe are winning head to
headExpress and BE6K in mid-marketDrive Packaged CCE traction and
momentum
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#
Migrate the ICM Base
5Winning PaysICM to CCE Conversions 2001 through 2011
1
ICM to CCE Conversions 2011 and 2012
20
40,000 CCE Premium seats converted , with required UCSSServices
opportunityPhones/UC opportunityNetwork upgrade opportunityData
center/UCS opportunity
Leverage Accelerate to Collaborate promotion
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#18
Expand the Deal Size NOW!Include Cisco and Solutions+
Applications in Contact Center Deals
SpeechSpeech RecognitionCall SteeringPassword ResetAuto
AttendantCRM Adapters
5Winning PaysMultichannelEmail InteractionWeb
InteractionQM/WFMAnalyticsOutbound/Campaign Apps
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#
5Winning Pays
4Product Entry Points
3FoundationalCapabilities
2Cross Portfolio Solutions
1Market Leadership 2009 Cisco Systems, Inc. All rights
reserved.Cisco ConfidentialPresentation_ID# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#Packaged Contact
Center EnterpriseFocus on the 80, not the 20Book easy(ier) Avaya
take-outs, counter I3 in certain dealsReduce likelihood of
complications/obstaclesShift balance from cost services
(installation/maintenance) to business relevant value services
(self-service, desktop customization, reporting)
4Product Entry Points 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#Focus on the 80, not the 20Book
easy Avaya take-outsReduce likelihood of complications/obstacles
(Save Money on the back end)Shift balance from cost services
(installation/maintenance) to business relevant value services
(Self-service, Desktop customization, Reporting customization)
21Packaged CCE - 360 Success DeliverySuccess Air
CoverOpportunity Release 9.0 FCS July 2012Single Box Deployment PC
Refresh like Install Bundled Price Advantage Simplified Web
AdministrationEasy to Deploy and Manage37 Packaged CCE deals
soldSimple inbound contact centers - hospitals, universities,
insurance50-1000 seatsReplaced Avaya in several deals20% of
Enterprise mixCisco contact center competitors beware--there's no
time for a nap. Cisco may have created a mid-market contact center
solution that is just right.Sheila McGee-Smith McGee-Smith
AnalyticsSix customer deployments live!3 weeks total deployment
time2-3 months deal cyclePartner feedback: smooth sailing, client
is really happy!Customer feedback: we think its pretty sweet
4Product Entry Points 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#Upper right quadrantSimplified
Deployment Single Box ACD, IVR, PBX, & ReportingSimplified
Pricing: Packaged SKU w/ price advantageSimplified Packaging:
Pre-sized, PC Refresh like installSimplified Administration: New UI
w/ streamlined workflowsSimplified Documentation:
Rewrite/consolidate to 4 docs + videos
22Unified Contact Center ExpressPosition Contact Center with
every Cisco Collaboration opportunity external and internal (HR,
help desk)Sell the competitive value of CCXSimple yet
feature-richSingle box (same box for BE6k),
well-integratedMulti-channel: voice (inbound, outbound), chat and
emailBrand new reporting tool with extensive customization
optionsCCX with every BE6K opportunityLeverage Collaboration
Breakaway Plus; soon TBA mid-market promoUse the one-button promo
bundles to offer CCXUpsell CCX installed base (10k customers) -
UCSS, WFO, MediaSense, SocialMiner, VideoConsider service
opportunitiesCustom reportingIVR self-service appsSoon to come:
APIs for outbound, config, desktop gadget
development/integration
4Product Entry Points 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#Position Contact Center with
every Cisco Collaboration opportunityAlmost every company youre
selling Cisco Collaboration to has a contact center if not external
(or if that is more of a CCE play), then internal (HR, IT desk
etc)Competitively CCX is a great solutionSimple yet
feature-richSingle box (or same box, for BE6k),
well-integratedMulti-channel: voice (inbound, outbound), chat and
emailBrand new reporting tool with extensive customization
optionsUpsell CCX baseUCSS, WFO, MediaSense, SocialMiner,
VideoAttach CCX to every BE6K opportunity Collaboration Breakaway
and new to be announced mid-market promoUse the one-button promo
bundles to offer CCXConsider service opportunitiesCustom
reportingIVR self-service appsSoon to come: APIs for outbound,
config, desktop gadget development/integration
23High Touch Segment Unified Contact Center EnterpriseSell
solutions & Platform Architecture, not science projectsBalanced
Sales Strategy of Collaboration Portfolio and Top Notch Contact
Center SolutionPosition Cisco as business partner and long term
winner in the contact center marketHighlight market share results,
analyst cautions, installed baseInnovation: Mobile, Social, Visual,
Virtual
4Product Entry Points 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#MediaSenseCompliance Quality
Monitoring Speech Analytics HD Video Audio and video capture
Playback and live streaming Media and metadata storageNative high
availabilityVirtualization/Cisco UCS data centerCisco MediaSense
Cisco MediaSense Web 2.0 APIsServicesMediaSense platform
Essential Recording SIP standards
Cisco Network Infrastructure
CUBENetworkCisco Enhanced NetworkSupport for Active Recording
and Monitoring
4Product Entry Points Quality monitoring Screen recording
E-learning/coaching Workforce managementSpeech analytics/mining
Multisite management Long-term archiving Access policy
ApplicationsFully Integrated Recording Solutions
Industry-Leading Partners
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#Media Captureaudio (G.711, G.729, G.722, AAC-LD*) and
video (H.264)Media Streaming for live monitoring and real-time
analyticsPlay media from disk (cache or archive)Media
storageConfigurable automatic content and metadata
retentionApplication-directed management of recordingsMetadata
storageAbout the call: participants, time/date, call ref ID,
session ID, etc.Tag: application-directed text (time-specific or
generic)Media Forking, Transcoding*, Mixing*, etc.
25
5Winning Pays
4ProductEntryPoints
3FoundationalCapabilities
2Cross Portfolio Solutions
1Market Leadership 2009 Cisco Systems, Inc. All rights
reserved.Cisco ConfidentialPresentation_ID# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#
SimplificationOrdering/QuotingConsolidated Agent and IVR skus
for PackagedBE6k bundles for Contact Center ExpressEliminated need
to select CCE agent options (CAD, CTI OS, Finesse) DesignSpec-based
support for portfolio virtualization (CCE coming within 6
months)DeploymentGolden Template process for Packaged CCEContact
Center Express Zero to Agent in 6 minutes or lessSales
SupportSimple Global Demo platform will be announced at this
event!Single Page Product resource guides on Partner Community
3FoundationalCapabilities 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#
Architecture Evolution Puts Cisco in the Lead
PositionCollaboration ServicesInfrastructure
ServicesCTIIVRMultiChannelWFOACDACDCTIIVRWFOMultiChannelApplication
LayerRoutingAgent
SelectionIB/OBVoiceVideoCTIRecordingSpeechVoicePortalGatewaysSecurityBorderlessNetworkingQOSCRMSocialMobileBPMWFOWebDynamically
NetworkedWalled GardenDistributedBig Iron AppliancesDistributed
SystemsApplications and Platforms
3FoundationalCapabilities 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#Clearing:The prevailing
architecture within contact centers has changed along with the
waves of innovation.
25 years ago, the most important task for the enterprise
architect might have been the ACD RFP. The ACD was the center of
the universe, so the choice of ACD was one that an organization
would live with for 7 to 10 years or more. These ACDs were big
refrigerator cabinets weighing hundreds of pounds. If you needed to
replace one, or move one to a new building, that was a buying
opportunity. This big iron architecture was really a walled garden,
but did address routing voice calls efficiently and served the cost
imperative reasonably well. The ACD offered limited interfaces to
external systems, so leading organizations that wanted to do more
than address costs were forced into science projects with risky and
expensive integrations.
Build 1Fast forward a few years and we see that the ACD has
become part of a distributed system where other technologies such
as IVR, CTI and workforce optimization have come into the mix.
These systems are equally as important as the big iron ACD, but now
they are part of a distributed mix. The architectural shift to
distributed systems provided significant advantages in the ability
of organizations to segment customers, to create virtual contact
centers across multiple locations, and to improve agent occupancy
With these improvements, contact centers moving to this
architecture saw that the Wave 1 metrics were positively impacted
by the move to more distributed systems as well.
Build 2What we see emerging in in wave 3, is that the
architecture has become simpler than in the distributed world, but
also more flexible. And, getting application functionality to
customers on any device, across any modality is critical. And,
customization of these applications makes sense for most
organizations and can be used as a competitive advantage.The
network is the platform in this architecture where the contact
center becomes an enterprise service. Rather than patching together
best of breed third party, disparate solutions, this architecture
delivers all of the services required to provide leading edge
customer service, wherever those services are required in the
network.
TransitionNow that we understand the architecture required to
navigate the Waves, lets see how companies are executing across the
3 Waves now.28Sales / Marketing Focus and TrainingPrograms: UCCE
& CVP ATP - 9.0 Update HCS for CC FY13 Events: Sales Summits
Americas, EMEAR, APJC All Aboard Express VI
Technical Focus:Design Skills Deployment Skills (Green Field /
Upgrade)Troubleshooting Scripting Best Practices Hands on LabFY13
Events:Technical Summits - Americas, EMEAR, APJC
Partner EnablementGlobal Focus on the Lifecycle for our Partners
- from Selling to Operational ExcellenceSales/Marketing Partner
ProgramsTechnology
3FoundationalCapabilities 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#All Aboard the Express VI coming
soon in JanUCCE ATP 9.0 update 9.0 TOIs, 9.0 Lab software, updated
lab deployment options details coming at the end of OctHCS for CC
Partner community
https://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_cc
(invite only)
29
DemonstrationCONFIDENTIAL - SHARED UNDER NON-DISCLOSURE 2011
Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#
5Winning Pays
4ProductEntryPoints
3FoundationalCapabilities
2Cross Portfolio Solutions
1Market Leadership 2009 Cisco Systems, Inc. All rights
reserved.Cisco ConfidentialPresentation_ID# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#
OMNI-CHANNEL CUSTOMER INTERACTIONCisco Remote Expert at a
GlanceUC, Presence Management and Contact Center Intelligent
RoutingBranch/Store Video ConferenceCombined Customer Profile
DatabasesCollaboration Technology
Digital Communications Recording
OutsideResource
Mobile Banker
Branch BankerRegional Centers
EXPERT RESOURCES(Mtg, SMB, Wealth Mgmt, etc.)
2Cross Portfolio Solutions
Multipoint TelePresenceConferenceClick to CollaborateClick to
ChatPhone/Mobile BankingWeb Video Conference
Kiosk VideoConferenceBranch/Store TelePresenceConference
In Person
Cisco Confidential 2011 Cisco and/or its affiliates. All rights
reserved.# 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential#Copied from Phil S. Smart Solutions
deck
Viewed from another angle
(on the left)..the customer has many choice in how they reach
out for service and expertise
And for the bank, its expert resources are in multiple
locations. (on the right)
This gap can be effectively closed with an intelligent network
applying a collaboration stack (of unified communications
technology), leveraging high fidelity audio and video conferencing,
integrated with customer CIF or CRM data bases, and providing the
needed audit trail with digitized communications recording.
32Large EnterpriseCC on UCSHCSManagement
Hosted Private NetworkPure Hosted HybridOn PremisesREMOTE
MANAGEDCustomer 4Customer 5CC on UCS
CC on UCS
Customer 1Customer 2Customer 3CC on UCS
Hosted Collaboration Solution Contact Center
PSTN3G/4G Mobility NetworkVMWareESXiServer
HCS AppsHCS AppsHCS AppsHCS CC PARTNER CLOUDHosted Private
Cloud
2Cross Portfolio Solutions 2011 Cisco and/or its affiliates. All
rights reserved.Cisco Confidential#With Cisco, todays businesses
have the best of both worlds in terms of delivery in clouds. Cisco
enables partners to sell and support a number of flexible methods
of consuming Cloud Collaboration, and at all time ensuring that
customers receive consistent and desired user experience,
regardless of the choice of delivery, whether that is in the cloud,
on-premise or through a hybrid model. This alleviates the need for
a business IT group to have to manage all of these aspects
internally. HCS delivers:Virtualized architecture designed to
support collaboration services with no compromise on security,
flexibility and application functionality (the benefits of shared
hardware, but dedicated customer application instances) An
end-to-end validated management system, designed for cloud
services
Additionally Cisco Partners can augment their service offerings
with other Cisco services from clouds including:Cisco WebEx PSTN
offersAccess to third party mobility networks and Private Cloud and
Managed Service deployment models (Carrier grade solutions,
packaged for the Enterprise)Again, customers benefit financially
and operationally.33
5Winning Pays
4ProductEntryPoints
3FoundationalCapabilities
2Cross Portfolio Solutions
1Market Leadership 2009 Cisco Systems, Inc. All rights
reserved.Cisco ConfidentialPresentation_ID# 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#Out of Market
and SinkingServices, Cloud and Mid-Market Only Exit Options
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential#
2011 Cisco and/or its affiliates. All rights reserved.Cisco
Confidential# 2011 Cisco and/or its affiliates. All rights
reserved.Cisco Confidential#Thank you. 2011 Cisco and/or its
affiliates. All rights reserved.Cisco Confidential#
