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This presentation gives a complete overview and Business Value of CollaborationProductivity - Collaboration Enabled Business Transformation (CEBT) ServicesInnovation & Growth – Remote Expert Solution
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Cisco Confidential© 2012 Cisco and/or its affiliates. All rights reserved. 1
Unlock Business Value from your Collaboration Investments
Ramesh Kaza, Director, Advanced Services
Rob Filby, Director, Advanced Services
May 2012
Collaboration Architecture Practice
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Agenda• Cisco Services Overview
• Business Value of Collaboration• Productivity - Collaboration Enabled Business
Transformation (CEBT) Services• Innovation & Growth – Remote Expert Solution
• Steps to Execution
• Key Takeaways
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Cisco Services Aligning Technology to Your Business Imperative
Process
Technology
Culture
Collaboration
Solving Your Toughest Business Challenges
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
Cisco Services Portfolio
• Strategy & Planning
• Assessment
• Design
• Deployment
• Migration
• Validation
• Product Support
• Infrastructure Management
• Optimization
• Application & IT Management
• Software Applications
• Solution Support
Cisco and Partner Innovation Engines
ServiceAssets
SupportingServices
BusinessServices
Customer Value Stacks
Build Run
1 2 3Trans
Sub1 2 3
Trans
Plan
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Business Value of Collaboration
Unlock new models toincrease customer value
Work together more efficiently and effectively
Adapt to change and improve scale
and speedSustainableDifferentiation
• Enable Mobile Users
• Optimize Team Performance
• Transform Trainingand Events
• Enhance Citizen Services
• Improve Organizational Communications
• Enhance Facility Management
• Improve Customer Satisfaction
• Optimize IT
• Improve Team Performance
Cisco Confidential© 2012 Cisco and/or its affiliates. All rights reserved. 6
Collaboration Enabled Business Transformation (CEBT)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
CRM ERP II Industry App. Back OfficeBusinessEvent
BusinessEvent
Using Jabber/CEBT to Streamline Business Processes
Current Reality
BusinessEvent
CRM ERP II Industry App. Back Office
Communication/collaborationrequired
Communication/collaborationrequired
Remove Business Process Latency using CEBT
Productivity
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Business App + Jabber + CEBT Example
Voice Video
IM/Chat Presence
Voice mail
Web Conferencing
Productivity
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Extends Process to Any Device, Anywhere, Anytime Empowers enterprise users to consume business processes with a seamless
transition into collaborations services Delivers quantifiable business benefits Streamlines workflows and collaboration
Context Driven Collaboration
iPhone Tablet
Devices
Voice SMS IM SocialNet.
Channels
CameraWebConf.
LaptopN’book/PC
ERPBI & Analytics
CRM HR Systems
BPMMiddleware
Applications and Processes
CEBT
“Context Driven” CollaborationProductivity
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
BusinessBenefits
$ Reduce response creation timeframe from an average of 10 days to 5 days$ Improve plant production & utilization$ Lower on-hand inventory requirements$ Reduce final approval timeframe between 1-5 days.
Exceptions require research and prior approval before batch release
Delays in investigation and approval impacts customer shipment commitments, revenue impact
This Solution has applicability across other industries
Collaboration Enabled Plant FloorCEBT- Use Case
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
CEBT Integration Platform
CEBT for Jabber Service (Cisco)
Web Services/HTTP API
Comm. Protocols (XMPP, IVR, SMS, email, …)
Business Application Integration
Application-User and User-User Contextual Collaboration Management
Communications Services Integration
HTTP – policies & preferences management
Administration & Self-Service
Cisco Components
- CEBT Business Connection license (hosted)
- Jabber SDK (no-cost)- CEBT resource kit for
Jabber (no-cost)- Business Strategy and
Jabber Integration Services (Advanced Services)
Productivity
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Cisco Jabber + CEBT. . .• Collaboration is more important than ever
Transform business transactions into real-time, personal interactions
• Deliver highly secure, clear, and reliable communications within your business application
Consistent user experience for collaboration and business applications
• Dramatically change the way IT provides collaboration capabilities to employees, customers, and partners
Cisco Confidential 13© 2012 Cisco and/or its affiliates. All rights reserved.
Remote Expert Solution
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
The Changing Value Proposition for Today’s Omni-Channel Customer
• Transactions are important but table stakes—anywhere, anytime, any device
• Customer Interaction is where the value exists
In real time
Anytime, any place, any device
With access to financial expertise
• How to interact in an omni-channel environment when you are not designed to do it?
Innovation & Growth
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
What Is Cisco’s Remote Expert?
• Identifies, locates, and connects customers with experts for advisory services and complex, high-value transactions
• Creates a virtual pool of experts/specialists, whether co-located in particular centers or distributed within their enterprise footprint reducing lost sales opportunities
• Provides high-quality audio and video for customer interactions—delivering a compelling customer experience
• Maximizes effectiveness and reach of experts
• Allows experts to conduct a complete business transaction including document sharing, printing, signatures and payment
A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-Definition Video and Voice Connection
Innovation & Growth
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
Remote Expert Solution
Public/Private Content Cloud
Cisco RE Manager (REM)
Expert Call CenterH.264 Video
Graphics Content
Control Traffic
Cisco IP Call
Manager (CUCM)
In Store/Branch
Touch Screen Display
Cisco IEC 4600Product Expert
CCE/CCX
Scan/Print/Copy
Payment Cards
CTS Series EX Series
or
CTS Series
Expert PC (Sharing
and Control)
EX Series
Media Sense
Recording
Innovation & Growth
Cisco Confidential 17© 2012 Cisco and/or its affiliates. All rights reserved.
Steps to Execution
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Method for Developing a Strategic Vision and Roadmap
• Determine organizational scope
• Identify driving business imperatives
• Capture goals and develop high level vision aligned to imperatives
• Analyze in-scope processes and identify opportunities
• Develop current state vs. desired future state
• Perform business value analysis
• Assess Governance Capabilities
• Identify capabilities required to address future state gap analysis
• Determine prioritization based on anticipated business value
• Develop phased deployment approach which considers both organizational and technical requirements
Create Roadmap
(Architecture)
Evaluate Opportunities
(Strategy)
Identify Business Relevancy
(Discovery Session)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
Key Takeaways
• Apply Collaboration to Key Business Initiatives
• Use Collaboration to drive Sustainable differentiation
• Collaboration Business Value Levers and example solutions we talked today
• Productivity – Link Business Applications/Processes with Collaboration – CEBT, Jabber SDK
• Innovation, Growth – Remote Expert Solution
• Leverage expertise and solutions from Cisco Advanced Services to unlock and accelerate Business Value from your Collaboration Investments
Thank you.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Collaboration Architecture Services
Cisco Collaboration Change Management
Service
Cisco Customer Collaboration
Services(formerly Contact Center)
Cisco Unified Communications Services, CEBT,
Mobility
Cisco Workspace Services (WebEx Social, Jabber,
Mobility, VXI Services)
Cisco Business Video Services
Discovery, Strategy & Architecture Services (UCC, Business Video, Social Collaboration, VXI/VDI)